Coaching arrives days late
A QA analyst samples two or three calls a week per agent. By the time the feedback lands, the habit has already been repeated a hundred times and the customer is gone.
Call center coaching
Coach the call while it is still happening
Silent Echoes is real-time coaching for call center agents. It listens to delivery — pace, warmth, energy, steadiness — and nudges the agent the second their tone starts costing them the customer. Afterwards it hands QA a scored rubric for the whole call instead of a random sample.
- Every call
- coached, not a 2% sample
- 0 sec
- delay between drift and cue
- No recordings
- tone analysis stays on device
Why call center coaching usually fails
Agents can't hear themselves
Rushing, flat affect and clipped answers feel normal from the inside. Nobody hears their own tone drift on call forty of a shift.
Scores measure the script, not the delivery
A perfectly compliant script delivered anxiously still loses the sale. Transcript-only scoring can't see the difference.
How Silent Echoes coaches a live call
1. Listen on device
Audio is analyzed live from the mic or the call tab. The tone pipeline runs locally and nothing is recorded or stored.
2. Score the delivery
Pace, energy, warmth and steadiness become a moving state — red, yellow, green — with an emotion measurement layer for prosody.
3. Cue in the moment
A small dolphin sits on the agent's screen and glows. One short cue — slow down, warm up, land the close — no reading required.
4. Reward the streak
Ten minutes of sustained green, or a call that is 80% green, unlocks the Celestial Blue zone state. Agents chase the streak instead of dreading the score.
5. Score the whole call
Live QA transcribes in flight and produces a rubric scorecard with line-item scores, quotes and coaching notes you can export.
What the states mean
- Red — delivery is working against the agent. Rushed, flat or tense. The cue is corrective and immediate.
- Yellow — drifting. Energy is fading or pace is climbing. A light nudge before it becomes red.
- Green — the delivery the customer wants. Steady, warm, well paced. The cue simply confirms it.
- Celestial Blue — the zone. Ten unbroken green minutes, or a call that stayed 80% green. This is what agents compete for.
Who it is built for
- Medicare and T65 enrollment floors working AEP volume
- Inside sales teams where tone decides the second call
- Support desks measured on CSAT and first-contact resolution
- Remote and hybrid agents with no floor lead within earshot
- QA teams that need scored coverage without more headcount
When a call does go sideways, the escalation guide sets out the severity tiers and hand-off scripts, and the compliance checklist covers what to disclose before a floor trial.
Common questions
Does it record calls?
No. Tone analysis runs on the agent's device and the audio is discarded as it is processed. Live QA transcribes in flight and keeps only the text and the scorecard you choose to save.
Do agents have to look at a dashboard mid-call?
No. The whole interface is a small glowing mascot on the screen edge. Color is the signal; the text cue is one short line and can be muted.
How is this different from post-call QA software?
Post-call QA tells you what went wrong yesterday. Silent Echoes changes the call while it is still happening, then produces the scorecard afterwards.
What does it cost?
Pay-as-you-go is $29/mo plus $0.25 per call minute. Standard is $149/mo per agent, and there is an Unlimited AEP Pass for the Q4 peak.
Put it on your floor this season
Seats release in waves. Pay-as-you-go starts at $29/mo plus $0.25 per call minute, so a part-time desk can run it for the cost of one enrollment a year.
See pricing & join the waiting list