Call Center Development
Call Center QA and Coaching: Every Call Checked, Every Agent Better
We check every call, coach each agent on what your best agent already does, and tune the dialer, so the same floor and the same hours sell more.
What call center development means
Five things, done every week on your floor. Need the floor built first? That iscall center deployment.
QA on every call
Every call is recorded and scored against your script and your rules, not a sample of a few a week. You see the scores; nothing is hidden.
Coaching for each agent
Each agent gets short, plain tips on what to change on the next call, drawn from their own calls rather than a generic training deck.
Learn from your best agent
We find what your best agent says and does differently, write it down, and teach it to the rest of the floor.
Dialer tuning
Calling windows, retries and list order are set so agents spend their hours talking to people, not waiting on rings.
Alerts for managers
When a call goes wrong, a rule is broken, or an agent falls behind, the manager hears about it the same day, not at month end.
Why coaching pays: the agent is the difference
Same campaigns, same lists, same hours. The only thing that changed was the person on the phone:
Across the 11 agents with a published scorecard, the appointment rate per contacted homeowner ranges from 1.2% (2 of 168 contacts) to 5.3% (43 of 806), a 4.5x spread; the blended rate is 3.6% (210 of 5,772)CCDocs scorecards of 11 appointment-setting agents, February-March 2026, 2026-Q1
Closing even part of that gap is worth more than another round of hiring. That is what QA on every call and coaching for each agent are for.
The $10,000 Challenge
30% more conversions in a 30-day measured trial, or it costs us $10,000.
Jason Shouldice, CEO, October 2026One number, agreed in writing before we start, read from your own reports.
See how the Challenge worksCall center QA: common questions
What is call center QA?
Call center QA (quality assurance) is checking calls against a standard: did the agent follow the script, keep to the rules, and handle the customer well. We check every call, not a small sample, and turn what we find into coaching.
How is this different from building a call center?
Building (call center deployment) is getting a floor running: dialer, numbers, scripts, people. Development is making that floor better every week: QA, coaching and tuning. We do both, and you can start with either.
Do you work with the dialer and CRM we already have?
Yes. We work with the systems you run today, or set you up on ours if you would rather.
How do we know it worked?
We agree one number with you in writing before we start, and you read it from your own reports. That is how the $10,000 Challenge is measured.
Make your floor better every week
Tell us about your floor. We will tell you plainly where the calls are being lost.