A quality program your own team can actually keep running.
An in-house center has no client demanding a coverage number, which is exactly why quality tends to be the first thing that slips when volume rises. The program has to be light enough to survive a busy month and specific enough that an agent can act on it.
Why quality programs came to rely on sampling
Quality is the first thing to slip
When the queue grows, the evaluator gets pulled onto the phones and the month's reviews quietly do not happen.
New agents need feedback quickly
Someone in their first weeks changes fastest, and that is exactly when a review written weeks later is worth the least.
The standard lives in people's heads
Without a written form and a way to compare evaluators, 'good' means something slightly different to each supervisor.
What you get
Coverage that survives a busy month
The model does the listening and the first pass, so a heavy week costs review hours rather than the whole program.
One written standard, checked
A weighted scorecard puts the standard on paper, and calibration sessions show where your supervisors still read it differently.
Coaching from the scores you already have
Per-agent write-ups built from existing evaluations, each point linked to the conversations behind it, ready for the one-to-one.
Numbers your leadership will read
Average score, pass rate, most-failed questions and contact reasons, filtered by team, channel or period, and exportable.
Questions people ask about this
The smallest contract is ten agent seats, and the Essential plan is a complete manual program with no AI at all. Many teams start there and move up once the scorecard has settled.
Typically a couple of weeks: your scorecard, your teams and your first calibrated results. Every new company also starts with a sample scorecard to read and change rather than an empty screen.
See it on your own calls
Book a walkthrough of the software. Send us a few recordings and your current evaluation form; we load them into Mira scores so you can watch the platform score your own calls, side by side with the scores your team assigned.
A live walkthrough of the platform with a person, usually within one business day.