Call Coach Introduction

Call center supervisors are responsible for ensuring their teams are providing the highest quality of service for customers. Call Coach is the best tool to assist in this effort. Call Coach is a TTEC service that provides call center supervisors with the ability to monitor and review each interaction between agents and customers. Audio and video is captured for each interaction and is then sent to the Quality Management Admin application where they can search for, playback, and review the recordings.

After reviewing recordings, supervisors are then empowered to enhance the overall experience for both agents and customers, and to open a better path forward for the following:

• Improved team training and coaching
• Personalized agent coaching
• Improved customer experience
• Improved agent training

In this Call Coach Help Center, you can find topics and resources to help you better understand and use the tools and features available within Call Coach.