Quality management that covers every call — not just the ones you had time to review
Call Coach IQ is AI-powered contact center quality management software that scores 100% of calls, automates coaching, monitors compliance in real time, and gives every manager a complete picture of team performance — without the complexity or cost of legacy WFO platforms.
100%
of calls scored — not a sample
< 48h
from upload to coaching feedback
8–12pts
average QA score improvement in 90 days
35%
reduction in compliance review time
What contact center quality management software should actually do
100% call coverage — not a 3% sample
Traditional QM programs manually review 3–5% of calls. Call Coach IQ scores every call automatically using your custom rubric, so QA scores reflect your actual operation — not a cherry-picked sample.
Custom QA scorecards and criteria weights
Build scoring rubrics that match your operation exactly. Define criteria weights, auto-fail triggers, compliance checkpoints, and behavioral benchmarks — then deploy them across your entire call volume.
Automated coaching triggered by score thresholds
When an agent scores below threshold on a specific criterion, coaching feedback is delivered automatically — with the relevant call clip and targeted improvement guidance. Managers spend time on coaching, not call hunting.
Compliance monitoring for regulated industries
Flag calls that miss required disclosures, contain prohibited language, or fail compliance checkpoints — before they become regulatory findings. Auto-fail criteria ensure violations are never buried in score averages.
Churn risk and sentiment detection
AI identifies calls where customers signal frustration, cancellation intent, or competitor mentions — and surfaces them for follow-up. Protect revenue by catching at-risk customers before they leave.
Team and agent performance dashboards
Real-time dashboards show QA score trends, coaching completion rates, compliance flags, and agent rankings — at the team level and down to individual calls. No more waiting for monthly QA reports.
How Call Coach IQ compares to legacy quality management platforms
Traditional workforce optimization (WFO) suites were built for a world where QA meant paying analysts to review a small sample of calls and log results in spreadsheets. AI changes what quality management can do — and what it should cost.
| Dimension | Legacy QM / WFO | Call Coach IQ |
|---|---|---|
| Call coverage | 3–5% manual sample | 100% automated scoring |
| Coaching delivery | Manager scheduled, manual prep | Auto-triggered, data pre-loaded |
| Compliance flags | Spotted in review, inconsistent | AI-flagged on every call, consistent |
| Time to insight | Weeks (monthly QA cycle) | Same day |
| Setup complexity | 6–12 month implementation | Live in days |
| Per-call cost | High (analyst hours) | Fraction of a cent per call |
| Churn risk detection | Not included | Built in |
| Score dispute workflow | Manual, ad hoc | Structured, auditable |
Built for your use case
Inbound customer service
Score resolution quality, empathy, and professional close on every service call. Surface the agent behaviors that predict CSAT before survey results come back.
Outbound sales and retention
Monitor compliance with required disclosures, track objection-handling quality, and flag churn signals in retention calls for immediate follow-up.
Collections and financial services
Enforce FDCPA and TCPA auto-fail criteria on every call. Detect prohibited language and required mini-Miranda delivery consistently — not just on the calls you happened to review.
Technical support
Track issue resolution confirmation, escalation appropriateness, and post-call documentation quality. Reduce repeat contacts by identifying FCR failures at the root-cause level.
What buyers typically ask before choosing a quality management platform
How long does implementation take?
Most teams are scoring calls within 48–72 hours of initial setup. There is no months-long professional services engagement. You configure your scorecard, connect your call source, and the AI begins scoring. Adjustments to criteria and weights can be made at any time.
Does it integrate with our telephony platform?
Call Coach IQ works with audio files in standard formats (MP3, WAV, M4A) and connects with major telephony platforms. Contact us to confirm compatibility with your specific setup before committing.
How does it handle compliance-critical calls?
Compliance criteria are configurable as auto-fail triggers — a single miss on a required disclosure will fail the entire call regardless of how it scores on other criteria. Every compliance flag is logged with the specific call timestamp and criterion, creating a defensible audit trail.
Can managers still add manual evaluations?
Yes. AI scores every call automatically, and managers can supplement with manual evaluations, add notes, override scores with documentation, and manage agent dispute workflows — all in the same platform.
What does pricing look like?
Pricing is per-agent per-month with volume tiers. There are no per-evaluation fees or call-volume caps at the platform level. See our pricing page or book a demo for a quote based on your team size.
Ready to move beyond 3% call sampling?
See how Call Coach IQ scores 100% of your calls, automates coaching delivery, and gives your team a real-time quality management view — without a six-month implementation.