About Call Coach IQ
We built Call Coach IQ because we saw the same problem everywhere: call center managers spending their weekends reviewing 2% of calls while 98% of agent interactions — and the coaching opportunities inside them — went completely unexamined.
Our Mission: AI Coaching for Every Call Center Interaction
Call Coach IQ exists to make every agent interaction count. Using AI, we automatically transcribe, score, and generate coaching feedback for every call in minutes — so managers can focus on coaching their teams, not hunting for examples.
We believe that fair, consistent, and transparent call scoring is a right, not a luxury. That is why we built agent score disputes directly into the platform — agents can challenge any score, and managers can respond with full context. Trust goes up. Performance follows.
What We Stand For
Full Coverage, Not Samples
Manual QA covers 2–5% of calls at best. We score 100% of them — automatically, consistently, and without bias.
Privacy First
PII is redacted before anything is stored. Your call data is never used to train AI models. We operate under enterprise-grade AI provider terms.
Built for Speed
From call end to coaching report in minutes. Managers and agents get actionable feedback while the conversation is still fresh.
Agent Empowerment
Agents aren't just scored — they're coached, celebrated with badges, and given a voice through the score dispute system. Engagement improves when people trust the process.
How the Platform Works
Every call goes through a multi-stage AI pipeline that runs automatically — no manager intervention required between call end and coaching report delivery.
Call Recording
A call recording is uploaded or pulled automatically from your telephony integration. No manual steps required from the QA team.
AI Transcription
The audio is transcribed with speaker separation — agent and customer turns are identified separately, preserving the conversational context that scoring depends on.
Rubric Scoring
The transcript is evaluated against your custom scoring rubric. Each criterion — greeting compliance, empathy signals, problem resolution, required disclosures, professional close — is scored independently with a written explanation.
Compliance & Churn Analysis
In parallel, the platform checks for required language and flags calls where customer sentiment signals cancellation intent or escalation risk.
Coaching & Reporting
Low-scoring calls generate a coaching note automatically. Managers get a prioritized queue. Agents see their scores, explanations, and — if needed — can formally dispute any rating.
AI Technology & Security
Call Coach IQ is powered by AI via Firebase Genkit, running on a fully managed cloud infrastructure. The platform is built on Next.js and Firebase, with role-based access control, TOTP multi-factor authentication, tamper-proof audit logging, and automatic PII redaction. It is designed to meet the data handling expectations of regulated industries including telecom, financial services, and insurance.
Who We Build For
QA Manager
No longer limited to reviewing 40 calls a week. Call Coach IQ handles the scoring — all of it — so QA managers can shift from auditing to coaching strategy, calibration sessions, and rubric refinement.
Frontline Supervisor
Gets a daily prioritized list of low-scoring calls without having to listen to any of them. Coaching conversations become specific and evidence-based — not vague feedback from a weekly spot-check.
Compliance Team
Every required disclosure, mandated phrase, or prohibited language pattern is checked on every call. Compliance gaps surface in real time — not in a quarterly audit after the exposure has already happened.
Customer Retention Lead
Sees which calls ended with a customer expressing cancellation intent or escalation risk. The churn risk queue lets retention teams follow up with at-risk customers before the relationship breaks down.
Our pricing starts at $65 per agent per month for the Starter plan, with Growth ($85) and Professional ($150) tiers that unlock business analytics, sales intelligence, compliance monitoring, and our most advanced AI models. Enterprise pricing is custom. There are no seat minimums and no long-term contracts — most teams are up and running within one business day. See the full plan comparison →
Frequently Asked Questions
Does Call Coach IQ store my call recordings?
Call recordings are processed for transcription and analysis, then the audio is not retained long-term in our system. PII detected during transcription is automatically redacted before any data is stored. Your Firestore documents hold the transcript and scoring outputs — not the raw audio.
How long does it take to get started?
Most teams are up and running within one business day. You configure your scoring rubric, connect your call source, and the first batch of calls runs automatically. No lengthy implementation project, no professional services requirement.
Can agents see why they received a particular score?
Yes — and this is intentional. Every scored criterion includes an explanation of what the AI found, what language triggered the decision, and what was missing. Agents do not just receive a number; they receive context. If an agent believes a score is incorrect, they can formally dispute it through the platform and managers can respond with full context.
How does the AI know what to score?
You define the rubric. Admins configure the scoring criteria — what each one measures, how it is weighted, and what the passing threshold is. The AI applies your rubric consistently across every call. If your compliance requirements or performance standards change, you update the rubric and the change applies immediately to all subsequent calls.
See It For Yourself
Upload a real call and get a full AI coaching report in minutes — no account required.