Call Criteria
Call Criteria is a Comprehensive HUMAN Quality Assurance Company that provides agent performance analysis as well as compliance solutions to industries like education, insurance, healthcare and financial services.
Working with real HUMAN analysts, we have analyzed over 30 million minutes of customer engagements to provide accurate insights.
Typical results experienced by Call Criteria clients include month over month reductions in compliance violations at a rate of 7% while improving lead conversion and customer retention at a rate of 12% and 9% respectively.
Products by Call Criteria
Coaching Analysis and Feedback
Using accurate data from customer-agent interactions, your supervisors are able to carry out targeted coaching by preparing agents with the proper responses in areas that need improvement. In this sense, coaching is pro-active, not reactive.
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Real Time HUMAN QA Reviews
Because this is a far more effective way to track agent performance than listening to a small sample of agent calls every month to analyze performance and monitor for compliance. Get access to your reviews within 15 minutes of the call being sent over (volume permitting) or at the very latest, by the next day.
Read more about Real Time HUMAN QA Reviews