Coaching Made Easy

Coaching is one of the hardest processes to get right. Utilize our dashboard to retrieve all of the data you need to create actionable plans.

  • Individual Coaching
  • Team Coaching
  • Coaching by Scorecards
  • Point Specific Coaching


Coaching Session Dashboard

The Call Criteria Coaching session dashboard provides you with all of the information you could ever need to train all of your agents to the highest standards

Progress Reports
Coach on Necessity
Increase Performance


How Coaching Works

  • Identify Agent Problems

    Quickly evaluate where agents are having the most trouble.

  • Create a Targeted Plan

    Never waste time coaching on irrelevant items.

  • Track The Results

    Ensure the coaching is EFFECTIVE by reviewing history since coaching.


Coaching Performance Matters

Set The Standards That Your Customers Require

Matching your performance monitoring criteria to your organization’s goals and the customer’s expectations has never been easier than Call Criterias custom scorecards and coaching to match.

How Having Standards Helps

  • Definite Agent Requirements
  • Less Agent Confusion
  • Set Individual Goals
  • Coach To Better Results

Coaching With Pinpoint Accuracy

Coaching a whole team for points that only a few people miss is a huge waste of time. Being able to coach certain agents on specific points increases productivity and reduces wasted time.

Team Management

  • Show precise Problems
  • Reward Great Agents
  • Reduce Coaching Time
  • Increase Team Performance

Show Your Team What Good And Bad Looks Like

Having the ability to show your agents exactly what good and bad performance is can help encourage better performance throughout the team, giving you more consistency in your agent’s ability.

Showing Behaviours Increases Performance

  • Increased Agent Knowledge
  • Better Team Visibility
  • Higher Morale
  • Consistent Performance

Consistency Is The Key To Perfect Coaching

One-off coaching is only effective for a short amount of time. Continuous coaching is easy when you look at individual issues with individual agents. Our dashboard provides easy, constant agent tracking.

Coach On Individual Performance

  • Pinpoint Coaching
  • Continuous Improvement
  • High Individual Performance
  • High Team Morale


Coaching Blogs

September 2, 2021

18 Top Points for Top Call Quality Monitoring

If you are looking to improve your contact center call quality monitoring, there are so many things that you can try. Whether it is for more first contact resolutions or because of previous external benchmarking, this article will go through 18 points that

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August 25, 2021

Call Center Quality Control – 5 Top Tips

Running a call center is a difficult thing to do. To ensure your company produces the best possible experience for your callers, you need to focus on quality. This might seem like an impossible task, especially if you’re only just starting. Even if you

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August 10, 2021

Top 10 Benefits of Voice Analytics in Call Centers

Improving the quality of your calls is a key part of any contact center. It’s important to know how well you’re doing so that you can improve it further. You need to measure what’s going right as much as possible and identify where there might

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July 29, 2021

Outsourced Call Center QA – Should You Outsource

Call centers are busy environments at the best of times. COVID-19 has impacted the global economy more than anyone ever anticipated. One of the major changes that involved is people working from home or remote offices. That has increased the requirements for

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February 16, 2021

5 Proven Ways to Effortlessly Retain Your Customers

Your call center’s main purpose is to provide impeccable customer service to protect and retain your organization’s greatest asset; the customers. However, it is nearly impossible to create customer loyalty with a customer who calls your business once or

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February 12, 2021

The Science Behind Customer Personas

Quick question, when was the last time you took a long hard look at what makes your customer base tick? If it’s either been a while or you’ve never come around to it, then you need to keep reading this. Once a strategy reserved for the ‘Apples’ of the

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February 12, 2021

10 Ways To Motivate Employees Without Spending Money

In the light of cost savings, budget cuts and possible redundancies, it may seem almost suicidal to splurge on your employees- and it is. However, you will be delighted to know that you don’t need to shave even a millimeter off your bottom line to

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February 12, 2021

Technologies That Will Define the Future of Customer Care

Although social platforms and cloud computing currently dominate the call center landscape, there are hosts of other technologies that are adept at helping businesses drive value for their call centers. And even with DMG reports predicting cloud-based

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February 12, 2021

Harnessing Big Data in Call Centers

An auto mechanic who is in tune with data (pun intended) can tell you that your fan belt is due for a change in 2,000 miles and would advise changing it today to avoid future labor costs. An airline company that knows more than your frequent flier number

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February 12, 2021

What is NLP (Natural Language Processing)?

With the advancement of computer technology and voice recognition, there is often a question about what NLP (Natural Language Processing) is and how it works. In this article, we will look at what it is, how we use it, and how it helps us provide you with

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