Call Center Quality Assurance Outsourced Service With Custom Scorecards Launched

A AI and human based quality assurance company launches their updated services with the goal of helping contact centers maximize the utility they derive from their QA data.

Call Criteria launches their updated quality assurance services for contact centers looking to get precise insights into their staff performance. The California-based company provides their clients with a comprehensive view of their QA through industry-leading dashboards.

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With their newest update, Call Criteria endeavors to equip call centers with the tools they need to improve their service quality while still keeping costs low. They serve a diverse range of industries, which include education, insurance, mortgage, automotive, utilities, financial services, home services, and call tracking.

By signing up for the QA services, clients get access to a responsive dashboard filled with actionable data, allowing them to provide targeted coaching to their staff. The platform has advanced features like scoring and rankings for individual agents, top missed points, and manual call reviews.

Call Criteria also provides scorecards that are tailored to their clients’ specific contact center requirements. Instead of the usual “yes” and “no” responses, the customized scorecards are built using dynamic questions and answers.

The QA provider helps contact centers further streamline their internal processes by allowing all staff levels to create notifications. With their trademark notification manager, supervisors and managers receive direct coaching alerts in real-time when an agent is in need of assistance. Likewise, agents are sent notifications for coaching activities.

Recognizing the value of calibrations in enhancing quality assurance, the company employs a four-step process for accomplished scorecards aimed at ensuring that all stakeholders have a thorough understanding of the requirements.

With their latest announcement, Call Criteria continues on their mission of providing reliable quality assurance solutions with rates that are typically lower than maintaining an in-house QA team.

As a spokesperson from the company states, “There are many benefits to outsourcing your quality assurance and control. It is proven to be highly cost-effective because of the lack of requirement for employing and training new staff to carry out the work. We provide fully accountable, non-biased, easily scalable solutions to every sector of a contact center that requires quality assurance.”

Interested parties may access additional details by visiting the website above.

Release ID: 88984956