Built for Call Centre Agents & Team Supervisors
Every Agent, Performing at Their Peak — On Every Single Call.
Koachly gives call centre agents real-time coaching, instant knowledge access, and compliance guidance — so supervisors stop fighting fires and start building a team that doesn't need them on every call.
Sound familiar?
New agents need 6 weeks of floor time before they perform at standard
You can train them on process. You can't train them on every customer conversation they haven't had yet. The gap closes through experience — which is too slow and too costly.
Supervisors can't be on every call — but every call matters
Your supervisors are stretched across 15 agents and 400 calls a day. The calls they miss are where quality slips, compliance is violated, and customers escalate.
One wrong word on a compliance-sensitive call creates liability
Regulatory scripts, required disclosures, and mandatory disclaimers leave no room for ad-libbing. One departed-from-script moment is the moment that ends up in the complaint.
How it works
Call Centre professionals use Koachly in three stages
Before the shift
Load team playbooks and compliance scripts
Upload your objection scripts, compliance requirements, and product knowledge to the Company Brain. Koachly makes it accessible in real time to every agent, on every call.
During the call
Live agent assist — privately
Koachly listens and surfaces the right response, disclosure, or de-escalation technique — privately and instantly, at the exact moment the agent needs it.
After the call
Automatic performance scoring
Every call is automatically scored for compliance, tone, objection handling, and resolution quality — giving supervisors actionable coaching data without manual review.
What you get
Specific results — not vague promises
Instant objection handling
When customers escalate or push back, Koachly delivers the right response in real time — reducing handle time and improving first-call resolution rates immediately.
Compliance in the moment
Required disclosures, regulatory scripts, and compliance checkpoints surface automatically during calls — agents never miss a mandatory statement again.
Faster agent ramp-up
New agents perform like veterans from day one with real-time AI coaching based on your team's best-performing call patterns and approved talk tracks.
Supervisors coach strategy, not fires
When Koachly handles real-time guidance for every agent, supervisors shift from reactive firefighting to proactive coaching — and team performance improves at scale.
“We went from 58% first-call resolution to 89% in 60 days. New agent ramp dropped from 6 weeks to 9 days. Koachly is the single biggest lever we've ever pulled on performance.”
Melissa P.
Director of Contact Centre Operations · National financial services — 120-agent team
Why Koachly
Why contact centres choose Koachly over post-call QA tools
Post-call QA tells you what went wrong after the customer already hung up unhappy. Koachly prevents the issue during the call — when it can still be corrected.
QA tools sample 5–10% of calls. Koachly scores 100% of calls — automatically, with no reviewer required.
Traditional coaching requires supervisors to find the moment, pull the clip, and schedule a session. Koachly delivers coaching to the agent in real time and to the supervisor automatically.
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FAQ
Common questions about Koachly for call centre
Koachly integrates with most major contact centre platforms including Genesys, Five9, Avaya, Cisco, Amazon Connect, and RingCentral. Ask us about your specific platform.
Yes. You can create separate Company Brains for each call type, team, or campaign — each with its own playbooks, compliance requirements, and coaching focus.
Most teams of this size are live within 3–5 business days. This includes platform integration, playbook loading, agent onboarding, and supervisor training.
Supervisors can see team-level coaching patterns, flagged moments, and aggregate performance data. Individual agent coaching suggestions are private by default — configurable per your policy.
Koachly currently supports English, French, Spanish, and Portuguese coaching. Additional languages are on the roadmap — contact us for enterprise multi-language requirements.
Koachly is configured by you — load your compliance scripts for TCPA, FDCPA, MiFID II, FCA, or any other regulatory framework your calls are subject to. It surfaces them dynamically during calls.
Koachly scores every call across compliance adherence, talk-to-listen ratio, objection handling quality, de-escalation effectiveness, and resolution. All scores are trackable per agent and per team over time.
More: all features, compare Koachly, all solutions.
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Every agent. Every call. First-call resolution — not first-call escalation.
Enterprise onboarding available. Free pilot for teams of 10+.