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HOW WE HELP

Actionable Data - Complete Control

Creating an actionable plan requires correct data that are easy to understand and monitor.

Immediate Turnaround Time
Consistent Quality Measurement
Increase Customer Retention and Satisfaction
Agent Standards That Match Yours

Multi-Tier Calibrations

Single calibrations are a thing of the past. Welcome to multi-step calibrations that ensure accuracy every time across the whole team.

QA Team Alignment
Supervisor Agreement
Full Accountability Management
Weekly Calibration Sessions

HUMAN + AI

Our Accuracy Matters

Increase Speed With The Efficiency Of Artificial Intelligence Data Collection

Humans do not have the speed that AI can deliver, which stops you from gaining the data needed to run your business with maximum efficiency.

Utilize the power of AI

Speed
Power
Accuracy
Efficiency

Increase AI Accuracy With First-Line Human Verification

Although AI is swift, the information needs to be verified. Without verification, the data could be inaccurate and produce false positives and negatives.

Human Verification

Human accuracy
Higher certainty
Increased efficiency
Better performance

Increase Human Accuracy With Up To Three Levels Of Blind Review

Call Criteria analysts will blindly review an interaction up to 3 times based on the calls where AI determines differences between reviews and its analysis.

Human Recheck

Analyst verification
Complete certainty
Better efficiency
99.5% accuracy

Ensure Your Team Remains Accountable For All Actions Within The Call Criteria Dashboard

Identify which of your Supervisors are actively reviewing calls that have problems and those that are not coaching and training their agents.

Accountability Management

Confidence
Performance
Compliance
Stress-free QA

Using Speech Analytics and Human Precision To Your Advantage

Achieve automated call quality monitoring through the use of our AI technology

99 %

Accuracy

Our perfected blend of computers and humans guarantee more accurate results

78 %

Cost Reduction

Paying only for call minutes and not overhead has an immediate ROI impact

Focus on Actionable Insights

We provide Quality Analysis that provides actionable insights to improve your service and ROI.

Data Collection
Coaching Management
Live Dashboard
Dedicated Account Manager

Recent Blog

Performance Management

Top 10 Sales Performance Management Software

Allan / July 31, 2023

The most arduous yet pivotal task in sales management is conducting performance evaluations. This practice serves as a vital tool...

Call Center Quality Assurance

Call Center Outsourcing

Learn How Call Criteria’s Interactive Dashboard Works

Allan / July 26, 2023

Contact Center Quality Assurance is amongst the most vital practices to normalize for your company. Customers always feel safe to...

Call Center Quality Assurance, Contact center QA

Speech Analytics

Unraveling the Exorbitant Setup Fees and Multi-Level Complexities of Speech Analytics Onboarding

Allan / May 8, 2023

In today's data-driven world, businesses increasingly rely on speech analytics to gain insights into customer interactions. However, the process of...

Onboarding

TCPA Compliance

Don’t Sign Up for Speech Analytics Without an “Out-Clause”

Allan / April 26, 2023

Speech analytics is a great tool for contact centers as it supports several functions, such as keeping track of voice-based...

Call Center Outsourcing Call Center

How Call Centers Leverage Machine Learning with Artificial Intelligence

Allan / March 29, 2023

Machine learning in Call Centers? A call center is a communication channel where customers report issues or make changes to...

Speech Analytics

Speech Analytics Solution-What is speech analytics?

Allan / February 16, 2023

Measuring and managing the customer's experience is important to every business. Your contact center data can offer a deeper insight...

Call Center Quality Assurance, Contact center QA, sentiment analysis

Call Center Outsourcing

6 Best Practices for Health Care Contact Center

Allan / February 16, 2023

The healthcare sector is differentiated from other industries because many patients require constant monitoring to maintain their health at optimal...

call center QA, Contact center QA, How to improve call center performance

Call Center Outsourcing Quality Assurance Quality Management

10 Call Center Quality Assurance Best Practices – Call Criteria

Criteria / February 14, 2023

Call Center Quality Assurance Best Practices Maintaining a healthy relationship with your consumers and a solid reputation among your clientele...

call center QA, Call Center Quality Assurance, Contact center QA

Call Center Outsourcing Quality Management Technology

10 Best Sentiment Analysis Tools & Software in 2023

Criteria / February 7, 2023

We place the greatest value on those who take the time to listen, comprehend, and offer assistance to us before...

Call Center Quality Assurance, call sentiment analysis, sentiment analysis

Quality Assurance

Why Do Businesses Use Quality Assurance Software?

Gianni Romanelli / January 19, 2023

Quality assurance software can be used by any industry that has an interaction with customers or clients, such as call...

Speech Analytics

What Speech Analytics Companies Won’t Tell You

Allan / December 21, 2022

Speech analytics is essentially an artificial intelligence-powered tool used by speech analytics companies. The program does several tasks, including monitoring...

speech analytics

Customer Service

Creating Winning Customer Engagement Strategies

Allan / December 21, 2022

Customer engagement is the newest marketing jargon and with good reason. Your existing and future customers are practically everywhere, and...

Customer Service

What Is a Customer Experience Map and How to Create One

Allan / December 21, 2022

The history of customer experience mapping dates back to 1981 when John Carlson was named CEO of Scandinavian airline companies....

Quality Assurance

What is First Call Resolution? Tips to Improve FCR

Allan / December 19, 2022

There is much more that goes on in contact centers than what meets the eye. To other people, it is...

Contact Center

Why Use Call Center Scripts to Improve Quality Assurance?

Allan / December 19, 2022

Keeping your customers satisfied at all times is crucial, particularly if you run an e-commerce or retail business. Your service...

Contact Center

Top 10 Benefits of Voice Analytics

Criteria / July 7, 2022

It’s no secret that call centers are a vital part of many businesses. However, what is a secret is the...

speech recognition, voice analytics

Agent Coaching Coaching Compliance

Call Center Coaching Techniques to Avoid Common Mistakes

Gianni Romanelli / November 17, 2021

Call centers are only as good as the agents on the phone. You want them to be as efficient and...

Call Center, Coaching, compliance

Call Center Quality Assurance Speech Analytics

How do Artificial Intelligence & Machine Learning help Call Centers?

Criteria / November 16, 2021

Every call center, especially contact centers, is built around the concept of the customer journey. The customer journey is the...

AI, analytics, Call Center, human, voice analytics

Call Center Contact Center Performance Technology

Can AI Replace Call Center Human Agents in Customer Service?

Gianni Romanelli / November 8, 2021

In the modern call center, artificial intelligence has become a key component of customer service. The ability to automate many...

agents, Call Center, modern, outdated

Call Center Contact Center Performance Technology Uncategorized

Artificial Intelligence Impact on Call Center Performance

Gianni Romanelli / November 4, 2021

This article is going to focus on answering a common question: Can artificial intelligence influence call centers? Does AI change...

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