Every call scored.
Every answer on the record.

Who it is for.

Centers that record calls, review a small sample by hand, and answer to someone for the quality of the rest.

Medicare Advantage and ACA plans

Member services teams measured on CMS Star Ratings, call-center monitoring and complaint handling, where a sampled QA program covers a fraction of the calls that decide the scores.

Third-party administrators

Member and provider services for self-funded employer plans, where each client expects its own quality report and the center answers questions about claims, eligibility and benefits all day.

Provider groups with central scheduling

Patient access centers that book, reschedule and triage across many sites, where a missed instruction becomes a missed appointment or a safety issue.

Healthcare BPOs

Outsourcers running member, patient or revenue-cycle calls for payer and provider clients, who need to show every client the quality they are paying for, with evidence.

What we deliver.

A quality layer over the calls you already have, and voice agents only where the record shows they belong.

Interaction Assurance

Every recorded call scored against your rubric, not a generic one. Each score carries its evidence: the transcript span, the timestamp and the rule that applied. Reviewers see the exception queue, not a random sample.

Your rubric, calibrated

We start from the scorecard your QA team uses today. The sample is reviewed by your people, disagreements are worked through, and the rubric is tuned until the scores match what your best reviewers would give.

Reporting

Agent, team and call-type views; trend lines on the measures you report upward; evidence attached to every number, so a disputed score can be opened and read.

Governed voice agents

For the call types the evidence supports, a voice agent that handles the call within approved limits: what it may say, what it may look up, when it must hand off to a person. Every call produces a record a supervisor or an auditor can review.

Inside your boundary

Deployed in your cloud environment or a dedicated one under your control. Recordings and transcripts do not leave the agreed boundary. Data-handling terms, including the Business Associate Agreement, are settled before any call is processed.

Integration and training

Connected to your telephony and recording platform and your CRM or core system, with your supervisors trained to run the review queue and tune the rubric without us.

Price.

The sample is free. The program is a fixed monthly fee set by call volume, quoted in writing with the sample results, so the number you see is the number you pay.

Volumes under five thousand calls a month are handled as a scoped pilot rather than the full program.

What you receive in writing.

Everything is written so that a quality director, a compliance officer or a client auditor can read it without us.

• The sample report: fifty calls scored, with the evidence for every score and a calibration note.
• The rubric as implemented, with the rule applied to each criterion and the hand-off thresholds.
• The data-handling agreement and Business Associate Agreement terms, and the deployment boundary described in a diagram.
• The monthly quality report in the format you report upward.
• For voice agents: the scope document (what the agent may say, look up and do), the escalation rules and the record produced per call.
• An operating guide for supervisors who run the review queue.