Peak-hour queue abandonment goes unrecorded
Est. 6-9% of weekday covers lost between 12:10 and 13:40
Undercover Audit · Powered by Noahsure Group
AI over your systems. Training for your teams. Truth for your board.
Undercover Audit connects read-only to the systems you already run, reads every call, ticket, CRM record and timestamp in scope — not a 2% sample — and gives leadership one live overview of the commercial engine. Findings route straight into live online training for the teams that need it. When the evidence needs a human on the floor, an in-person undercover embed is available as our top tier. From £1,450 a month.
- Read-only integrations
- Telephony, CRM, helpdesk, ATS and finance exports
- 100% of calls
- Full-population AI scoring, not a QA sample
- 6 training tracks
- Live online, taught against your own recorded work
- In-person top tier
- Consented undercover embedding when you want it
The concept
The show got one thing right. We built the rest.
Leadership only learns the truth when nobody is performing for them. Most of that truth is already sitting in your systems, unread — so we start there with AI, train the teams the evidence exposes, and only put a person inside the building when you ask for it at the top tier.
What you are told
The rota works. Enquiries get answered same day. New starters are trained in a week. Waste is under control. Everyone is stretched but coping.
What we find
Two rotas in circulation. A 31-hour median first reply. Six versions of the opening procedure. Four systems holding the same customer. And a number attached to each.
The business case
Work out what the silence is already costing you.
Before any fee is discussed, run the arithmetic yourself. Change the four inputs to match your operation — the assumptions we use are printed alongside the answer, so nothing is hidden behind a black box.
Leakage estimator
Four numbers you already know. One number you probably don't.
This is the arithmetic we run on day one, using conservative industry rates. Your real audit replaces every assumption below with your own recorded data.
Across every number your customers actually dial.
Web forms, email, DMs and portal leads combined.
£
First order, or first year of a contract.
Sales, contact centre, service and front of house.
Indicative annual recoverable value
£1,859,328
a year, before we look at hiring, spend leakage or duplicated tooling.
- Calls that never got answered
- £1,710,720
- Enquiries nobody worked
- £124,416
- Avoidable repeat handling
- £24,192
Pressure-test this with real data
Assumptions: 11% call abandonment converting at 18%, 8% of enquiries never worked converting at 12%, and 3.5 hours per person per month of avoidable repeat contact at £24 loaded cost. Indicative only — not a forecast or a guarantee.
The method
Four stages. Software first, boots on the floor last.
01
Connect
Read-only integrations into telephony, CRM, helpdesk, ATS and finance exports. No migration, nothing new for your team to run.
02
Overview and analyse
The AI layer reads the whole record and turns it into a live leadership overview with ranked, costed findings.
03
Train
Live online sessions for the teams the evidence points at, taught against their own calls, tickets and pipeline.
04
Field Cover (top tier)
Optional and separately priced: a trained operator embeds on site with your written consent, then the board gets the case for change.
The offering
Seven functions we audit. Pick the ones that carry your money.
Each function is audited the same way: our operator works inside it, then the AI layer reads the entire record behind it — every call, ticket, application, pipeline note and system timestamp in scope.
Contact centres and call quality
01What does your customer actually hear?
Speech-to-text on 100% of calls, then scoring for objection handling, compliance language, hold discipline, empathy and close attempts.
Sales teams and pipeline
02Is it a lead problem or an execution problem?
Pipeline hygiene analysis, stage-conversion modelling, and language analysis across calls, notes and email threads to find where deals actually die.
Recruitment and hiring engine
03Why do the wrong people arrive and the right people leave?
Time-in-stage modelling across the ATS, drop-off attribution, and scoring of adverts, scorecards and interview notes for consistency and bias risk.
Customer service and retention
04How much revenue leaves before anyone notices?
Ticket clustering to find the ten root causes behind the thousand contacts, churn-driver analysis and sentiment trends across every channel.
Marketing and lead generation
05What are you paying for leads nobody works?
Channel-to-revenue attribution, cost-per-qualified-outcome modelling and spend reconciliation across platforms, agencies and tooling.
Operations and back office
06Where does the day break, and what does the break cost?
Process mining across system timestamps, throughput analysis at the constraint, and rework and exception costing.
AI readiness and tech stack
07What could a machine be doing by next quarter?
Full stack map against real usage, automation candidates ranked by payback period, and a build-versus-buy call on each one.
Not sure which?
Most clients start with three. Tell us the three questions that keep you awake and we will scope around them.
Why Noahsure Group
Auditors who build the technology they recommend.
Undercover Audit is run by Noahsure Group, an AI venture studio at 25 Cabot Square, Canary Wharf. Seven live AI platforms built and operated in-house — so when we say a process can be automated, it is an engineering judgement, not a slide.
7 live platforms
Designed, engineered and operated in-house by the studio
10M+ impressions
Driven through the studio's own acquisition systems
Sales-led method
Grounded in Noah Laguda's The School of Sales methodology
E14 Canary Wharf
Studio HQ at 25 Cabot Square, London
Training
We do not just report the gap. We close it, live and online.
Findings are worthless if nobody changes behaviour. Six online training tracks — sales, contact centre, service, hiring, management and AI adoption — delivered live to your teams and taught against their own scored work, then re-scored to prove the uplift.
Sales performance
Reps, closers and sales managers
6 live online sessions · on-demand library
Contact centre and call quality
Agents and team leaders
4 live online sessions · monthly clinics
Customer service and retention
Service, support and success teams
4 live online sessions · on-demand library
Hiring and onboarding
Hiring managers and recruiters
3 live online sessions · templates included
Management and operations
Team leaders, supervisors, owners
5 live online sessions · manager clinics
AI adoption for teams
Whole organisation
3 live online sessions · role playbooks
The AI layer
Observation gives us the anecdote. The data gives us the pattern.
A single operator can notice that the lunch queue breaks. Our models tell you it breaks between 12:10 and 13:40, costs six to nine percent of weekday covers, and has never appeared in your trading report. That combination — human eyes plus machine scale — is what Noahsure Group builds.
- Timing and throughput analysis across every observed shift
- Workflow and tooling overlap mapped against real usage
- Enquiry and follow-up response modelling
- Spend leakage detection across systems and licences
Sample findings
This is what lands on the table.
Six findings from an anonymised hospitality engagement. Every one carries evidence, a severity, and an estimate of what it costs.
critical
Two rotas, one team
Est. 11 paid hours per week with no service coverage benefit
Enquiries answered in 31 hours, on average
Est. £4.1k monthly pipeline decaying before first contact
Training is shadowing, not a standard
New starters reach unassisted competence 3-4 weeks late
Assurance
Nothing we do should ever put you at risk.
An audit only works if leadership can defend how it was conducted. Here is the standard we hold, in writing, on every engagement.
Consent in writing, always
Every engagement — remote or in person — runs on a signed agreement from the owner or board and a mutual NDA. No covert recording of individuals.
Read-only, least privilege
We take the narrowest access that answers the question, revoke it at close, and never write back into your systems.
UK GDPR, UK and EU regions
Processed under a data-processing agreement with Noahsure Group as processor. Never used to train third-party models.
No blame, no names
Findings attach to processes and numbers, not to people. Nobody is exposed in the room and nobody is dramatised in the report.
Questions
The eight things every board asks us first.
Straight answers, including the commercial guarantee and what happens to your data.
Yes. Every engagement runs under a written agreement signed by the business owner or board, with a mutual NDA. Our operator works a real role with your consent, no covert recording of individuals, and no findings are attributed to a named employee. Where local employment or works-council rules require staff notification, we follow them and adjust the cover story accordingly.
The reveal
One session. No blame. A plan you can run on Monday.
We present to founders, owners and managers together. Findings first, ranked by cost. Then the 30/60/90 plan, with an owner against each action. Nobody is named, nothing is dramatised, and the report is yours to keep.