Call Center Coaching & Quality Assurance
Call Coach IQ — AI-Powered Call Center
Coaching & Quality Assurance
Most call centers review 5% of their calls. The other 95% are invisible — unscored, uncoached, and full of missed opportunities, compliance gaps, and customer experience issues you never see.
Call Coach IQ changes that. Every call: Scored. Coached. Improved. Automatically.
90s
Transcription & QA analysis on every call
100%
Call coverage — no sampling, no selection bias
Starting at $65
/agent/month
What Call Coach IQ Does
Call Coach IQ is an AI-powered quality assurance platform built for inbound call centers. It processes every call recording: transcribing, scoring against your custom rubric, flagging compliance issues, detecting churn risk, and generating individual agent coaching reports — all within 90 seconds of each call ending.
Pull together 20 agents on a 150-agent team with a single-instance automated QA dashboard, with automated insights on every call, at a cost of $65 per agent per month.
Key Features
100% Call Coverage
Call Coach IQ scores every call automatically. No sampling. No selection bias. Every agent, every shift, every call type — reviewed against the same rubric every time.
Custom Scoring Rubrics
Build scoring criteria around your business: greeting, empathy, compliance, resolution, product knowledge. Agents are scored against your standards, not a generic template.
AI Coaching Reports
After every scored call, Call Coach IQ generates a coaching report identifying what the agent did well, what to improve, and suggested language for the next call.
Missed Opportunity Detection
Call Coach IQ identifies moments where agents missed the chance to upsell, cross-sell, or retain a customer — with the exact transcript line where it happened.
Compliance Monitoring
No disclaimers, no disclosures, no required verification steps — Call Coach IQ flags it. Finance, insurance, telecom, and healthcare teams use this across every call, every day.
Churn Risk Detection
Call Coach IQ analyzes every call for churn indicators — cancellation signals, competitor mentions, frustration patterns, and unresolved complaints — and flags calls needing manager review.
Business Intelligence Add-Ons
Understand your call center from the inside: sentiment trends, topic distributions, agent performance by cohort, and the customer patterns most correlated with churn.
Agent Score Disputes
Agents can dispute scores they believe are inaccurate, with manager review built in. Accountability works both ways — the system is designed to be fair, not just fast.
What Makes Call Coach IQ Different
The AI doesn't just score — it coaches
Most QA tools score a call and stop there. Call Coach IQ goes further: for every scored call, it generates a coaching report with specific feedback, suggested phrasing, and improvement priorities tied to the lowest-scoring rubric categories. Managers still lead 1:1s — the AI just ensures those conversations start with specific, contextualized data instead of vague impressions.
Scoring keeps improving agents actually trust
Agents don't resist feedback when it's consistent, specific, and fair. Because every call is scored against the same rubric with the same criteria, the feedback is defensible. We've built a dispute mechanism so agents can flag scores they believe are wrong — because the goal isn't surveillance, it's improvement.
Business intelligence, not just QA
Your call recordings contain more information than any agent could report manually. Call Coach IQ surfaces what's really happening: which compliance phrases are being dropped, which agents are losing potential upsells, which call types are most correlated with cancellations. One of the most impactful uses of Call Coach IQ in any organization is surfacing the systemic patterns that individuals never see.
Real Outcomes Users Can Expect
Compliance teams know that many call to billing enrollment — not just the ones that happen to be caught. Call Coach IQ captures every pattern and surfaces what actually needs attention.
Compliance teams find violations across calls that would never surface through random sampling — not just the ones that happen to get reviewed.
Common customer frustration patterns become visible across agents and shifts, giving managers specific context where vague feedback used to be.
Customer experiences leading to churn become identifiable before the cancellation call — with specific transcript moments and risk scores attached.
The result is a QA program that scales continuously — because every conversation is being analyzed, scored, and turned into a coaching opportunity automatically.
Common Questions
Everything you need to know before your first call.
How quickly can we go live?
Most teams are fully live within one business day. Onboarding involves connecting your call recording source, configuring your scoring rubric, and setting up user accounts. There is no long integration project — if your telephony system produces a recording, we can start processing calls the same day.
Does Call Coach IQ work for regulated industries like finance, insurance, or healthcare?
Yes. Compliance monitoring is one of the most common reasons teams choose Call Coach IQ. The platform checks every call for required disclosures, mandated verification steps, prohibited language, and consent scripts — flagging any call where a required phrase was missed. Finance, insurance, telecom, and healthcare teams use this for 100% of their calls, every day.
What exactly does an agent coaching report include?
Each coaching report identifies what the agent did well, the specific rubric categories where they lost points, and suggested alternative phrasing they can use on the next similar call. Reports are tied to the actual transcript — agents can see exactly which moment the feedback refers to. Managers can require agents to acknowledge reports, creating a signed record of the coaching conversation.
Can agents see their own scores and feedback?
Yes, and this is intentional. Agents have a personal dashboard showing their scores over time, their individual coaching reports, and how they compare to team averages. Transparency is part of what makes the coaching effective — agents are far more receptive to feedback that is consistent, explainable, and based on their actual calls rather than a random sample.
How does pricing scale as our team grows?
Pricing is per active agent per month with no seat minimums and no per-call fees. There is no cap on the number of calls processed — a busy agent on a high-volume day is covered at the same monthly rate as a quieter one. Volume discounts apply for larger teams; contact us when you are ready to discuss your headcount.
Try Call Coach IQ Free
Upload a real call and receive complete QA analysis in 90 seconds. No account needed.
Starting at $65/agent/month
No seat minimums. No long-term contract required. Up and running in 1 business day.