CALL CENTER QUALITY & COACHING
Consistent quality. Confident handling. At scale.
Which types of interactions need coaching—and where?
Managing thousands of contact center conversations can lead to quality issues. Find and fix them with precision.
Whether it’s process breakdowns or training, pinpoint support needs and workflow gaps with automated QA across every interaction, so your teams can drive better outcomes with confidence.
Improve quality scores and patient satisfaction by identifying the leading drivers of poor performance.
Scale QA across up to 100% of interactions with automation to quickly identify interactions impacting therapy adherence, time to fill, and more.
Reduce time to onboard and train agents with feedback and coaching built into the platform.
Decrease call volume and identify drivers of call backs, lengthy interactions, and unresolved patient issues.
Improve quality scores, Star ratings, and member experience by identifying drivers of poor experience.
Scale QA across up to 100% of interactions with automation to quickly identify specific training opportunities for underperforming agents.
Quickly surface issues with call guides or other support processes during enrollment to prevent negative experiences.
Eliminate drivers of long, costly interactions and improve average duration, overall call volume, and other sources of wasted talk time and spend.
Uncover where IVR routing, transfers, and escalation workflows create friction or unnecessary call volume.
Improve the quality and efficiency of patient interaction during scheduling calls, follow-ups, bill repayment, and more.
Scale QA across up to 100% of interactions with automation to quickly surface issues from a representative sample of the patient population.
Decrease call volume, call duration, and sources of wasted spend.
Improve quality and consistency of patient and provider support across onboarding, device use, troubleshooting, and follow-up interactions.
Scale QA across up to 100% of interactions with automation to quickly surface safety, usability, and supporting issues.
Identity gaps in training, escalation protocols, and support guidance that impact device performance.
Reduce repeat contacts, handling time, and operational waste by uncovering process breakdowns.
Drive Business Change At Scale
Real Conversations. Real Results.
“Empowered our case managers”
“AI Coaching Notes have empowered our case managers with actionable feedback, expanding call auditing and AQM efforts without compromising feedback quality.”
Dale L.
Senior Director, Patient and Customer Support
Quality & Coaching product details
AI Completed Evaluations:
Score and analyze individual interactions for quality assurance
AI Coaching Notes:
Scale feedback with automated delivery of detailed coaching notes
Standard Quality Models that measure standard skills for every agent:
First Impression
Maintains Professionalism
Clear Communication
Active Listening
Takes Accountability
Demonstrates Understanding
Manages Expectations
Fond Farewell
Contact Type:
Identify the contact type (vendor, payer, doctor, etc.) in the conversation
Workshops and Checkpoints:
Expert-led analysis of your data
Ongoing Support:
Access to help center and support channels
Dedicated Customer Success Manager:
Regular check-ins, account review, onboarding guidance, and more
Agent Experience:
Allow agents to view coaching notes, trending performance reports, and review their own scored conversations to improve daily performance with tailored feedback
Customer Classifiers:
Create custom tags or labels that can be applied to conversations
Custom Quality Rubric:
Customize questions or criteria you use to score agent performance
Custom Performance Reporting:
Build reports that monitor the contact center quality assurance metrics that matter most to your organization
KBo, Personal AI Research Analyst:
Dive instantly into your most pressing questions and get fast, thorough responses based on real-time data
API and Integration Access:
Pull in and push out valuable, additional data from other key business systems
PERSONAL AI RESEARCH ANALYST
Spend less time searching and more time coaching with KBo
Get answers instantly.
Ask KBo to identify the behaviors driving quality gaps or highlight where handling breaks down across channels.
