Call Criteria – Real Time HUMAN QA Reviews

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 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.

  • Analtyics
    • Desktop Analytics
    • Big Data Analytics
    • Data Driven Design
  • Voice of the Customer
    • Survey Tools
    • Enterprise feedback management
    • CSAT/NPS Measurement
  • 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
  • Quality Monitoring
    • Real-time monitoring of voice and screen
    • Web interface
    • Speech Analytics
    • Instantaneous call retrieval
    • Calls automatically routed to evaluators
    • Efficiency in filling out forms
    • Integrated Reporting
    • Multi-site Recording
    • Compliance monitoring
  • 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
    • Other Consulting Services

Directory Categories

  • Cloud Contact Center Solutions
  • Employee Assessment
  • Performance Management