UK Contact Centre & Financial Services · Consumer Duty Ready
Every conversation transcribed, searched and scored — so you know not just that a call happened, but how good it was and whether it was compliant. Telebyte’s reference deployment has transcribed and indexed 9.2 million UK call recordings, fully searchable. On top of that, an AI layer scores calls against a sales-and-compliance rubric (27,000+ scored so far and growing every day) and surfaces the ones that need a manager’s eyes. Built for FCA-regulated firms under Consumer Duty, priced for firms that aren’t enterprises.
Since July 2023, the FCA expects firms to evidence good customer outcomes across the whole book — not a hand-picked sample. The same supervisory letter sits on every compliance officer’s desk: how do you know vulnerable customers were identified? How do you know the script was followed? How do you know the sale was suitable?
The enterprise call-analytics tools have answers — CallMiner, NICE, Observe.AI — but they’re priced for the wrong end of the market. Most UK brokers, claims firms, and IFA networks either spend £30k+ on a tool they barely use, or they keep listening to 1% of calls by hand and hope the next FCA visit goes quietly.
Telebyte sells the same answer at a tenth of the cost — because it built the stack for itself first.
Whisper, tuned for UK accents and contact-centre audio.
Every call transcribed within hours of completion. Speaker-separated. Stored encrypted, indexed by date, agent, campaign, and contact.
RoBERTa sentiment model + vulnerability indicator pass on every call.
Surfaces customer distress, financial difficulty cues, and confusion markers. Tunable thresholds per campaign. Defensible audit trail for Consumer Duty board reporting.
Search 9.2 million recordings in under a second.
By keyword, phrase, agent, date range, or sentiment score. Built for compliance, QA managers, and complaint investigations. The same UI Telebyte's own QA team uses every day.
Email digests of flagged calls, low-sentiment outliers, and missed-script events.
Configurable rules. Goes to whoever needs to see it — line managers, compliance, the head of customer outcomes.
Wired into ViciDial, Asterisk and GoHighLevel today — and built to integrate with other platforms such as 3CX and Genesys.
If you've already got the dialler and CRM, Telebyte Call Analytics drops in alongside. If you don't, Telebyte runs those too.
Audio and transcripts in UK data centres. Encrypted at rest and in transit.
7-year retention by default to match FCA recordkeeping requirements. UK-based access logs.
The differentiator
9.2 million recordings transcribed and fully searchable. On top of that, an AI layer scores calls against a sales-and-compliance rubric and surfaces the ones that need a manager’s eyes — currently across 27,000+ scored calls, growing every day.
9.2M+ recordings indexed and fully searchable — speaker-separated, stored encrypted.
Calls scored 0–100 on pitch quality and compliance, with agent league tables. Currently across 27,000+ scored calls and growing every day.
Written strengths, weaknesses and a coaching note per call. Clip your best calls for training.
Automatic detection of ignored opt-outs, pressure selling, and vulnerable-customer signals.
Names, DOBs, addresses and bank details masked by default. Revealing is admin-only, role-gated and fully logged.
Find “customer worried they can’t afford it” or “agent rushed the close” without guessing keywords — one click finds every similar call.
For technical buyers who want to see the stack before they buy:
audio → Whisper (CUDA / CPU fallback) → transcripts in MariaDBtranscripts → RoBERTa sentiment + vulnerability pass → per-call scoresrecordings → Contabo UK Object Storage (S3-compatible) → 7-year lifecyclesearch UI → Indexed full-text + filters → sub-second on 9.2M rowsQA digests → Scheduled cron → daily email to compliance
No black-box vendor API. No data leaving the UK. No surprise per-minute charges.
What the conversations reveal
Real screens from the Telebyte call-intelligence portal, shown here with sample data. Transcription is the start — the value is what the conversations tell you about your agents and your lead sources: who didn't know why they were called, which numbers you paid for twice, which provider actually converts.
Managed service
Pulling a report is a job. Asking a question isn’t. Managers email the Telebyte assistant in plain English — it reads your dialler, your reports and your call transcripts, and answers: agent comparisons, where the time goes, who’s off-script, which lead source actually converts.
Set up and run by Telebyte, grounded in your own data, with a person always in the loop. Delivered over email or Slack — no new dashboard to learn.
To: assistant@telebyte.co.uk
Subject: Tom Fletcher — connect rate + intro coaching
Can you look at Tom Fletcher this morning — connect rate vs Sarah Bennett, any voicemails, and anything in the transcripts on how he opens?
Telebyte assistant · replied 4 min later
Activity · 09:00–11:00
Tom: 30 dials, 7 connects (23%), 0 sales, no voicemails. Sarah: 47 dials, 24 connects (51%), 1 sale. Tom’s two 20-minute calls explain some of the lower dial count — but his connect rate still trails.
The opener · from the transcripts
Both run the same review pitch; the difference is the open. Tom says “it’s just Tom Fletcher…” — drop “just”, it sells him short before he’s started. Sarah gives the reason for the call within 3–4 sentences; Tom takes 6–8. A line for Tom to trial: “…it’s Tom from Brightwater Financial — I helped set up your over-50s cover. I’ve done a full review as one of our senior consultants…”
Inter-dial gaps
Tom averages 134s between dials (39% over 2 min) vs Sarah’s 93s (21%) — including one 9.5-minute gap after a 6-second non-answer, with nothing to write up.
Three commercial models, depending on where you sit today.
From £4,500
one-off
Telebyte installs the full stack on your infrastructure or a Telebyte-managed VPS, trains your team, hands over admin access. You own everything.
From £299
per agent seat / month
Telebyte hosts, monitors, updates, and supports.
From £149
per seat / month
If Telebyte already runs your dialler or CRM, Call Analytics bolts on at a discount.
All prices exclude VAT. Volume pricing, multi-site, and white-label arrangements quoted on request.
Why now
The FCA’s Consumer Duty supervisory letters in 2025 made one thing clear: outcomes monitoring is not optional. Firms relying on ad-hoc manual QA are increasingly being asked, in writing, how they evidence the outcomes the Duty requires. That gap closes in one of two ways — a tool that does it for you, or a Section 166 review that forces you to buy one under worse terms.
Telebyte Call Analytics is the cheapest defensible answer Telebyte has found, after running the same evidence stack on its own FCA-regulated reference deployment every working day since 2024.
This is the stack running on Telebyte’s reference deployment — read the case study
Agent count, current sampling rate, and any specific FCA concerns. One working day to a straight answer on whether Call Analytics fits and what it would cost.