DAGMOR IN PRACTICE

Optional call review, proven in our own work.

What Dagmor is. Dagmor (dagmor.app) is a call-quality, evidence and risk-review capability for outbound campaigns. It keeps transcription, scoring, evidence and reporting together in one place, so every score and flag stays tied to the exact call it came from.

For a short team exercise, compare four invented customer scores with the accompanying sample remarks. The free sheet has separate trainer answers.

How we use it. ContactCentre.ie uses Dagmor in real charity-fundraising and market-research work. Calls that need attention are raised for review; a person always makes the final judgement. Dagmor supports our reviewers. It does not replace our agents, and it does not decide anything on its own.

One ordinary day. One of our campaigns dialled 813 times. Of those, 191 were conversations over a minute, and all 191 were checked. The other dials included no answers, answering machines and quick hang-ups. This is a count of calls checked, not a sales result. A manager still makes the final decision when a call needs human judgement. Read Rickie's fuller account of that day.

What changed for us. Keeping transcription, scoring, evidence and reporting together made our call review faster, our scoring more consistent, and the evidence behind every score easier to check. We publish no improvement percentages yet: measured before-and-after figures will be added here once a controlled campaign has produced them, and not before.

Want to see why reviewing only a few calls can miss a problem? Try Dagmor's call-sampling calculator.

Rickie on why we check calls this way. An Irish call centre checking Irish calls, if you need a demo to understand it, it is not for you, and quality checking was the job nobody wanted.

Optional by design. Dagmor is not included automatically. Some clients want complete control of risk on a campaign; some do not need it. Clients choose.