How the Telemedic 500 call center audit works.
An independent audit of your real calls, a mandatory counseling session for every agent every month, and a certification bar that does not move.
Telemedic 500 runs in four stages: a baseline audit of every agent’s calls, monthly counseling sessions built from each agent’s own calls, re-audits that show whether the counseling stuck, and a final 30-day certification window. Evaluators are independent, and every deduction is backed by written notes on what was said.
Baseline audit
We evaluate recorded calls and chats from every agent, in English and Spanish, against the full scorecard. You see every agent and every problem on day one.
Agent counseling
Every agent logs in to a mandatory session built from their own calls. Zero-tolerance calls are reviewed line by line. Nothing closes until they pass the knowledge checks and sign.
Re-audit
The next month’s calls show whether the counseling stuck. Repeat issues are flagged automatically. Share your NPS or post-call survey results and we report them alongside each agent’s record.
Certification
Your center is measured against the bar in a final 30-day window. Meet it and you are accredited. Miss it and the work continues until you do.
Five steps every agent completes, every month.
The session is gated. An agent cannot skip a step, guess past a knowledge check, or close the session without signing it.
Confront
The agent sees their own call: what happened, what the evaluator heard, and what it cost.
Teach
The standard, why it matters to the customer, and the exact words to use instead.
Check
Knowledge checks that must be answered correctly before the session moves on.
Commit
The agent writes what they should have said and signs a commitment for next month.
Follow up
Next month’s calls show whether it stuck. Repeat problems are flagged and escalated.
Every call starts at 5.00.
Each evaluated call is scored on three pillars. Courtesy and Skills carry 47.5% of the quality score each and Process carries 5%. Every miss takes points away, so a single call can go below zero.
Zero tolerance
Any one of these in the certification window blocks accreditation.
- Rudeness, major−10.00
- Silent hold of two minutes or more−5.00
- Failed, wrong or abandoned transfer−5.00
- Making fun of a customerAutomatic
- Reading out card or account data (PCI)Automatic
Serious
Counseled individually, tracked month over month.
- Rudeness, minor−3.00
- Wrong or incomplete policy information−3.00
- Impolite requests for information−2.50
- Low, flat or irritated tone−2.50
- No empathy for the customer’s problem−2.00
- Customer had to repeat themselves−2.00
- Resolution not explained−2.00
Call handling
Required on every call, scored every time.
- Dead air of 30 seconds or more−1.00
- Transfer without the word “connect”−1.00
- Opening missing company or department−0.50
- No offer of further help−0.50
- No courteous call ending−0.50
- Static, echo or low volumeLogged
- Background noise on the callLogged
The five zero-tolerance violations
- Major rudeness. Interrupting repeatedly, sarcasm, sighing, condescending replies, lecturing a customer or remarks under the breath. 10 points off Courtesy.
- Making fun of a customer. Mocking or belittling a customer, including their accent, their English or how well they understand the process.
- Disclosing protected data (PCI). Reading out any part of a card number, the address on file or other account details to a caller.
- Abandoning a customer on hold. A silent hold of two minutes or more without returning to update the customer. 5 points off Courtesy.
- A failed transfer. A transfer that is dropped, sent to the wrong department, or promised and never completed. 5 points off Courtesy.
Any one of these in the final 30-day window means the center does not certify.