Call Criteria – Coaching Analysis and Feedback

About 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.

About 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.

  • Performance Management
    • Provide Performance Management Scorecard
    • Implement targets to groups/functions
    • Compare employee performance against peers
    • Link Objectives to targets/rewards
    • Help identify strengths and weaknesses
    • Track individuals training requirement
    • Link specific areas of skill development
    • Reward and incentive solution
  • Training and Coaching
    • agent coaching
    • elearning
    • classroom training
  • Quality Monitoring
    • Real-time monitoring of voice and screen
    • Web interface
    • Instantaneous call retrieval
    • Search for call on Ad hoc basis
    • Integrated Reporting
  • Number of Agents
    • 1 - 50 Agents
    • 51 - 150 Agents
    • 151 - 250 Agents
    • 251 - 500 Agents
    • 501 - 1000 Agents
    • Over 1000 Agents
  • Integration
    • Systems Integration
    • CRM Integration
    • Salesforce Integration
    • Microsoft Integration
    • SugarCRM Integration
    • Front and Back Office Integration
    • Other Consulting Services

Directory Categories

  • Call Center Customer Service Monitoring and Recording
  • Call Center eLearning
  • Call Center Remote Agents
  • CIM and Customer Care Resources
  • Knowledge Management Software
  • Performance Management
  • Predictive Analytics - Speech Predictive Analytics Software