Call Criteria has a proven track record of increasing customer service and ROI through high-performance Quality Assurance.
A team is only ever as good as the training they receive. Our tools help identify and train the right agents at the right time.
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.
The Call Criteria Coaching session dashboard provides you with all the information you could ever need to train all your agents to the highest standards
Quickly evaluate where agents are having the most trouble.
Never waste time coaching on irrelevant items.
Ensure the coaching is EFFECTIVE by reviewing history since coaching.
Matching your performance monitoring criteria to your organization’s goals and the customer’s expectations has never been easier than Call Criteria custom scorecards and coaching to match.
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.
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.
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.
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Set Standards 
Isolate Behaviors 
Observable Results 
Continuous Improvement