Quality and Coaching
Turn every conversation into a coaching opportunity. Quality and Coaching analyses calls, summarises sentiment and delivers actionable feedback back to the agent within minutes.
Caller journey to coaching graph
Data moves seamlessly from the caller to the agent with insight at each step.
Caller journey
Customer connects through voice or chat. Journey data, intent and context feed the quality engine instantly.
AI analysis
Transcription, sentiment scoring and policy checks run automatically. Moments that need review are flagged for leaders.
Agent feedback
Advisors receive coaching cards with clips, suggested responses and links to knowledge articles for reinforcement.
Quality amplified by AI
Combine transcription, analytics and workflow automation to deliver coaching at scale.
Full conversation coverage
AI transcription captures every call and digital interaction, tagging sentiment, compliance and outcomes automatically.
Targeted coaching packs
Role specific insights highlight strengths, development areas and recommended coaching clips for each advisor.
Closed loop feedback
Coaching actions, performance trends and customer outcomes flow into dashboards for leaders and agents.
Impact snapshot
Coaching time saved
42%
Quality score lift
18%
Customer sentiment
23%
How we roll out coaching intelligence
Every engagement follows a playbook that makes results visible and keeps teams engaged.
Sprint zero
Data connections, scorecard baselines and success criteria aligned so you know what great looks like.
Pilot team
Five to ten advisors receive guided coaching packs with leaders reviewing impact every week.
Scale and embed
Templates, enablement sessions and governance move the programme across sites without losing quality.
Give every advisor targeted coaching
Share your coaching goals and we will design a pilot that shows measurable impact.