I use EnderTuring in my role as a contact centre trainer to analyse calls, identify compliance issues, spot areas where agents can improve, and develop structured training plans.

One of the main benefits of EnderTuring is that it lets us analyse all customer interactions, rather than just a sample of calls. Unlike manual quality checks, the platform gives us a complete picture of customer conversations and helps us draw conclusions based on every call. It also significantly reduces the time needed for analysis.

The automated alerts are also very useful. They help us quickly spot risky conversations and find specific calls without having to listen through hours of recordings. This means we can react faster and make better decisions to reduce risks.

My favourite tool is EnderGPT. Being able to ask the system questions makes it much easier to find the information I need and analyse it. It helps us understand agent performance, find out why results are dropping, and look into customer enquiries, complaints, and communication trends. What I really like is that it doesn’t just provide insights — it also suggests practical ways to help agents improve. It can even spot phrases that might lead to conflict or upset customers and suggest better, more customer-friendly ways to communicate. This makes it easier to give agents feedback and help them improve their communication skills. EnderGPT can also generate reports for each agent individually. This helps us create personalised development plans based on actual performance data rather than just personal observations or assumptions.

Another feature I really like is the ability to create playlists of conversations for training. It makes preparing training materials much easier and helps us put together collections of calls tailored to specific learning goals.

The dashboards and analytics make it easy to compare results across different time periods, teams, and individual agents.

Overall, EnderTuring is a useful, practical tool that helps improve communication quality, spot issues early, and make better decisions based on data. It has significantly reduced the time I spend analysing conversations, helps me get to the bottom of performance issues faster, and makes it easier to identify where agents need to improve to achieve better results. Review collected by and hosted on G2.com.

EnderTuring has everything we need to manage QA effectively. Review collected by and hosted on G2.com.