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TrackAgent

Call quality,
made clear.

Call center QA and agent coaching for human and AI conversations, with evidence behind every score.
Talk to salesSee how evidence works

Call insight

Illustrative workflow

  1. Customer10:02 AM

    Hi, I wanted to check on my delivery. It was scheduled for Thursday.

  2. AI agent10:03 AM

    I see it’s scheduled for Thursday, and I can confirm it’s still on track for that day.

Quality evidence

  • Clear and accurate information“I can confirm it's still on track for that day.”

Evidence-linked QA

A score is only useful when you can explain it.

A useful score shows what happened, why it matters, and how the call met or missed your quality standards.

The same quality standards should apply to calls handled by people and by AI agents. AI calls add checks of their own: did the agent say it was automated, stay within its tasks, and complete the actions the customer agreed to?

Read: a scorecard for human and AI calls

Quality criteria

  • Provides accurate information
  • Resolves the customer's need
  • Follows process
  • Professional and empathetic
  • Clear next steps

Transcript and evidence

Illustrative workflow

  1. AI agent10:05 AM

    Of course. I’ve updated your delivery address, and you’ll get a confirmation by email.

  2. Customer10:05 AM

    Perfect, that's all I needed. Thanks!

Meets criterion: Resolves the customer's need

The agent completed the address change, and the customer confirmed nothing else was needed.

Illustrative example of a QA criterion linked to transcript evidence.

What good QA needs

Scores that hold up to review.

A score holds up when it links to the moment in the call behind it, so a reviewer can confirm or correct it before it reaches an agent or a client.
  • Evidence for each criterionThe transcript moments that support, or don’t support, each result.
  • A review stepA way to confirm or correct results, and to settle disputes by looking at the call itself.
  • Human and AI callsOne set of standards for calls handled by your agents and by AI agents.

Reporting by client

Each client measured on its own standard.

For BPOs, every program should be measured against the standards its client agreed.
  • Results by client and campaignPerformance against each client’s own scorecard, kept separate from other programs.
  • The calls behind the numbersTranscript, actions and outcome for each scored call.
  • Coaching opportunitiesWhere agents missed a criterion, alongside what went well.

Review, evidence, coaching

  1. 01

    Review the conversation

    Start from the full transcript, with quality notes in context.
  2. 02

    Find the evidence

    Check each criterion against the moments that support, or don't support, the result.
  3. 03

    Coach the next call

    Turn findings into clear, practical coaching for each agent.

Agent coaching

Agent coaching built on call evidence.

Give agents clear, evidence-based coaching that builds skills and confidence, and resolve disputes by looking at the moment in the call.

Talk to sales about coaching

Coaching insight

Illustrative workflow
  • What went wellThe agent gave a clear, accurate update and resolved the customer's request.
  • Coaching opportunityConfirm the new address back to the customer before closing.
  • Suggested coaching focusRead-back of changed details on delivery calls.

From QA to coaching

How agent coaching works after the call.

Coaching starts from the scored conversation, so every piece of feedback points to a moment the agent can hear or read.
  1. 01

    Score the call

    Review the call against your scorecard, with transcript evidence for every criterion.
  2. 02

    Find the opportunity

    Criteria an agent missed become coaching opportunities, alongside what went well.
  3. 03

    Choose a focus

    Repeated misses across an agent’s calls suggest one coaching focus instead of a list of faults.
  4. 04

    Check later calls

    Review later calls on the same criteria to see whether the focus is holding.

AI agents need the same review. For an AI caller, a missed criterion points to its instructions, and any change to those should be approved by an authorized person. How we think about approved changes

Agent coaching reading

See the evidence behind the call.

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