Post-call analysis is the structured review of a completed customer interaction after the call ends, using the recording, transcript, notes, and related metadata such as handle time, holds, transfers, and disposition. It can be done by supervisors, QA teams, or analysts, and may include automated tagging of topics, sentiment, and compliance moments.
Operationally, it matters because it turns individual calls into actionable insights: where agents struggled, which steps caused delays, what customers repeatedly ask for, and where policies or systems create friction. The output is used to target coaching, refine scripts and knowledge articles, adjust routing and staffing assumptions, and reduce repeat contacts while maintaining quality and compliance.
