See every regulated call. Not just the 5% your QA team gets to.
QueSee scores 100% of contact center calls against the SOP your bank already runs. After every contact, the customer profile updates: dispute likelihood, FDCPA contact frequency, Reg E timer, fraud signal, save-desk follow-up. The audit answer comes in 30 seconds, not a week.
Regulated contact centers run on partial visibility
The phone is the regulated surface. Most banks grade 3-5% of calls against the SOP and the regulatory checklist. The other 95-97% go to nobody.
Audit pulls take a week, not 30 seconds
"Show me every collections call where the mini-Miranda was missed." Internal audit asks. The QA team pulls a 3-5% sample by hand. Nobody can defend the other 95%. When the OCC, FDIC, or NCUA exam lands, the scramble starts.
Industry QA averages
The case file is half-empty when the call ends
Reg E disclosures captured in the recording, not in the case. Provisional credit clock starts in the agent's head. Contact-frequency counters live in spreadsheets. The 10-day Reg E window is defended from memory, not from the case file.
Operator interviews
The customer profile is stale by the time the next call comes in
Dispute likelihood, hardship signals, complaint trajectory - none of it updates after each contact. The save-desk takes the call blind. The collections rep dials a customer whose hardship language was caught two contacts ago and never flagged.
QA program reviews
Coaching is opinion when QA reviews two calls per agent per month
Specific feedback on the 22 seconds where right-of-rescission language was skipped on the HELOC modification call moves scores. "Be more empathetic" doesn't. QA veterans run 1-2 hours every morning listening to calls themselves because the sample is too small to trust.
Industry QA averages
Score the call. Update the customer.
One view scores every call for compliance and SOP. The other re-scores every customer after every contact. The CRO opens the second view first.
Every call, scored against your SOP
Within minutes of the call ending, QueSee scores it. Tunable in week one. Spanish-language calls scored at parity with English. Missed disclosures and protocol breaks surface in a daily review queue, not a quarterly report.
- Mini-Miranda language and right-party contact
- Authentication policy and recording consent
- Reg E disclosure capture with timestamps
- Hardship handling and save-desk script
- Right-of-rescission language on consumer lending
- Spanish-language calls scored at parity with English
Every customer, re-scored after every contact
After the call ends, the customer's profile updates. Not a static QA score - a living risk and retention view. This is the part the CCO and CRO want.
Dispute likelihood
Rolling, last 90 days. Trajectory, not a snapshot.
Complaint trajectory and UDAAP exposure
"Discrimination," "unauthorized," "elder abuse," repeated escalation requests - flagged across contacts, not buried in a single call.
Hardship and distress signals
Pattern detected, profile flips to hardship program candidate.
Authentication friction score
KBA failures, weak passes, repeated step-ups - signal for enhanced auth or streamlined verification on the next contact.
TCPA consent state
Post-revocation outreach attempts flagged the same day. Daily report of new revocations.
FDCPA contact-frequency status
Per-customer, per-debt counter rolls against the seven-in-seven Reg F ceiling.
Reg E provisional credit timer
Earliest disclosure timestamp anchors the 10-day clock per case. Defensible from the case file.
Save-desk follow-up status
Commitments made, deadlines coming due, save offer history.
Fraud signal score
Authentication failures, voice-stress patterns, social engineering language.
The CCO dashboard a Chief Compliance Officer opens at 7am
Not a call log. A customer-by-customer view rolled up by line of business, by team, by agent. 40 minutes of dashboard hopping becomes one screen.
When the CCO opens QueSee at 7am, the first thing she sees is not yesterday's call volume. It's the Reg E deadlines coming due today, the contact-frequency outliers, the UDAAP signals across contacts, and the cross-line benchmarks that drive Tuesday's risk committee.
- Today's dispute exposure: Reg E provisional credit deadlines coming due in the next 24-72 hours
- Today's contact-frequency outliers: customers approaching or exceeding the seven-in-seven Reg F ceiling
- Today's UDAAP and complaint signals: customers with repeated escalation language across contacts
- Post-revocation contact attempts: any TCPA consent state miss in the last 24 hours
- Hardship candidates: customers flagged for hardship program based on language detected
- Save-desk commitments coming due: retention follow-ups promised, deadline today
- This week's coaching list: agents whose scores moved, with the specific calls behind the score
- Cross-line benchmarks: disclosure capture rate, mini-Miranda adherence, authentication friction, complaint volume by site, BU, or vendor
"Pull every collections call from agent X between March 1 and March 31 where mini-Miranda was missed" runs in 30 seconds.
CCO Dashboard
Tuesday, 7:02 AM - rolled up by LOB, team, agent
Today's dispute exposure
Reg E provisional credit deadlines coming due in the next 24-72 hours.
Today's contact-frequency outliers
Customers approaching or exceeding the seven-in-seven Reg F ceiling.
Today's UDAAP and complaint signals
Customers with repeated escalation language across contacts.
Post-revocation contact attempts
Any TCPA consent state miss in the last 24 hours.
Save-desk commitments coming due
Retention follow-ups promised, deadline today.
This week's coaching list
Agents whose scores moved, with the specific calls behind the score.
What lands in your core or CRM after the call
Reg E dispute
- Case auto-opened with disputed amount, transaction date, and customer-stated cause
- Provisional credit deadline calculated from earliest disclosure timestamp
- All required Reg E disclosures captured with timestamps, verbal authorization captured
- Adverse signals flagged on the case for compliance review
Collections
- FDCPA contact log auto-updated: date, time, channel, party reached, mini-Miranda delivered
- Hardship language flagged, profile flips to hardship program candidate
- Per-customer, per-debt contact-frequency counter rolls against Reg F limits
- Dispute language captured against the contact log
Save desk
- Reason for cancellation captured (rate, fee, service, life event, competitor, hardship)
- Save offer made and customer response logged against the retention SOP
- Profile updates: churn risk score, save-offer history, follow-up commitment with deadline
Fraud or account takeover
- Authentication failures, voice-stress patterns, social engineering language flagged
- Case opened in the fraud queue with the flag and a representative quote
- Customer profile flagged for enhanced authentication on next contact
Account servicing
- Disclosures captured against the call
- Action items pushed back to core (statement copy ordered, address change confirmed, debit card reissued)
- Cross-sell readiness signal updated when the customer asks about a product the team did not pitch
Complaint or UDAAP
- Repeated complaint phrases, regulator threats, discrimination language flagged in real time where the stack supports it
- Otherwise routed within 60 seconds of call end
- Routed to your complaint-management queue against your complaint taxonomy
Anchor proof from our regulated contact center roots. Banking case study in flight with a regional credit union.
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Every phone system. Every core. 140+ pre-built connectors.
Jack Henry
5-10 working daysCases, contact logs, FDCPA counters, Reg E provisional credit deadlines, and complaint flags written through the core's API surface and your existing middleware. Spec goes to your IT team in writing before any code touches your environment.
View Jack Henry IntegrationFIS & Fiserv
5-10 working daysSame playbook as Jack Henry. Case files, disclosures, and follow-up tasks land in the core when the call ends. Agents stop typing. The CCO sees a single rollup across departments and brands.
View FIS & Fiserv IntegrationnCino & Salesforce FSC
5-10 working daysLending and CRM platforms connect through the same write-back model. Loan modification disclosures, right-of-rescission capture, and dispute cases fire in week one against your existing object model.
View nCino & Salesforce FSC IntegrationRingCentral, Five9, Dialpad, Genesys
Same day setupPre-built connectors for the contact center stack banks already run. Audio in, structured intelligence out. UDAAP and fraud flags route to the case manager during the call where the stack supports it.
View RingCentral, Five9, Dialpad, Genesys IntegrationCommon questions from banks and credit unions
See every regulated call, not just the 5% your QA team gets to.
A banking compliance analyst runs $75-100K loaded and reviews 3-5% of calls by hand. QueSee scores 100% of calls at $70 per agent per month. A 50-agent contact center runs about $3,500/month for full coverage. One avoided regulatory finding or two retained customers a month covers it many times over. A 30-minute call walks through your call volume, your existing SOP and compliance checklist, your phone system, and your core. 11 working days from contract to first scored call - procurement and vendor-risk run in parallel.