Telemedic 500 call center accreditation and agent counseling: Bring back the lost art of accountability.
Your NPS is decided on the phone, one call at a time. Telemedic 500 audits your real calls, sits every agent down with their own mistakes every month, and holds them to the fix in writing. It is the toughest call center audit in the industry, and it is built to raise your NPS.
Built for Fortune 500 customer operations. $88 per agent, per month, billed annually.
Fast call center success stories, built to last.
- Interrupted the customer four timesRudeness, major−10.00Courtesy
- Cut in to demand the order numberRudeness, minor−3.00Courtesy
- Flat, condescending apologyTone and language−2.50Courtesy
- Never offered the courtesy return labelPolicy knowledge−3.00Skills
- Talked down to a long-time customerMaking fun of a customerZero tolerance
Scored exactly the way the platform scores it. Shown with demo names.
Nearly two million calls. More than 45,000 sit-downs.
Telemedic 500 is built on years of evaluating professional calls and sitting people down to fix what we heard.
professional calls evaluated
counseling plans completed across thousands of salespeople
Detractors are made on the phone.
We looked at whether the customer left satisfied on every one of the 14,351 calls we evaluated over the last 12 months. Missing a scripted closing barely mattered. Rudeness, wrong answers, missing empathy and dropped transfers did. Those are the behaviors we counsel hardest.
Customers who left unsatisfied, by the worst problem on the call
Customers who left unsatisfied, by what the agent did
Whether the customer left satisfied is the evaluator’s judgment at the end of each call, recorded on all 14,351 calls and chats evaluated from October 2025 to October 2026. Behaviors shown occurred on at least 30 calls. These figures describe calls, not survey responses.
Nobody sits the agent down anymore.
Contact centers have dashboards, speech analytics and automated quality scores. Most have lost the conversation: a supervisor playing back the call, naming what went wrong, teaching the right words, and getting the agent’s word that it won’t happen again. That conversation is what changes behavior. Telemedic 500 brings it back for every agent, every month.
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.
No agent skips the counseling session.
Each agent gets a private login and a session built from their own evaluated calls. It names the problem, shows the evidence, teaches the standard, and does not close until the agent answers correctly and signs it.
Dashboards don’t change behavior. Accountability does.
Most quality programs are run by the same people who manage the agents, and most end with a score in a report. Telemedic 500 is run by evaluators with no stake in your numbers, and it ends with the agent accountable for every miss.
| Question | Typical internal QA | Telemedic 500 |
|---|---|---|
| What it’s built to improve | An internal quality score | The behaviors that turn customers into detractors |
| Who scores the call | Team leads who manage the agents | Independent evaluators with no stake in the result |
| How many calls | A handful per agent, when there is time | About 30 evaluated calls per agent, every month |
| What one bad call costs | A dip in a monthly average | Up to −10.00 points on that call, and a documented violation |
| What the agent does next | Reads a scorecard email | Completes a gated counseling session, writes what they should have said, and signs it |
| Repeat problems | Rediscovered at the next review | Flagged automatically when they recur month over month |
| What fails you | A low average | A single zero-tolerance call in the certification window |
Four stages. No shortcuts.
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.
Every call starts at 5.00.
Each evaluated call is scored on Courtesy, Skills and Process, and every miss takes points away. A single rude call costs 10 points. 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
What your agents and supervisors see.
Every violation, line by line.
The agent sees what happened on the call, everything the evaluator heard, and exactly what the call cost. Then they write, word for word, what they should have said, and acknowledge that a repeat goes to management.
Where the points went.
Each agent sees which behaviors cost them, how often, how they compare with the rest of the team, and the total they lost from a perfect 5.00.
No skipping. No guessing.
A wrong answer doesn’t advance. The agent reads the standard and answers again, and every attempt is recorded for the supervisor.
All screens are shown with demo data. Names, companies and calls are fictional. See every screen.
The bar does not move.
- Zero zero-tolerance violationsNot one rude call, silent hold, failed transfer or data disclosure in the final 30-day window.
- Team quality score of 4.80 or higherAveraged across every evaluated call in the window, out of 5.00.
- Every agent counseled and signed100% of required counseling sessions completed and signed by the agent.
- No repeat serious deficienciesNo agent flagged for the same serious problem three months in a row.
- Fewer than 1% of customers leave unsatisfiedAs judged by the evaluator on every call reviewed.
One plan. The full standard.
per agent, per month. Billed annually. 500-agent minimum.
From $44,000 a month, or $528,000 a year.
- Independent evaluation of recorded calls and chats, in English and Spanish
- The full scorecard on every evaluated call, with written evaluator notes
- A private counseling portal with an individual login for every agent
- Monthly counseling sessions built from each agent’s own calls
- Supervisor team matrix, month detail and sign-off tracking
- Receipt codes that verify each agent completed their session
- Your NPS or post-call survey results reported alongside each agent’s counseling record
- Secure, encrypted upload for your call recordings
- The certification audit, and the Telemedic 500 emblem for centers that meet the bar
One plan, the full standard. There is no lighter version of this audit.
Will this raise our NPS?
NPS depends on more than your agents, so no one can honestly promise a number. What we can show is where unhappy customers come from: in our evaluations, customers left unsatisfied 15 times as often after a zero-tolerance call as after a clean one, and five times as often after a serious problem. We counsel those behaviors first, and we report your NPS alongside each agent’s record so you can see the effect agent by agent.
Why is it called the toughest call center audit in the industry?
Because a single bad call cannot hide inside an average. Every evaluated call starts at 5.00 and loses points for every miss, a single rude call costs 10 points, and one zero-tolerance call in the certification window means you do not certify.
What is a zero-tolerance violation?
Five behaviors are zero tolerance: major rudeness, making fun of a customer, reading out card or account data (PCI), leaving a customer on a silent hold for two minutes or more, and a failed, wrong or abandoned transfer. Any one of them in the certification window blocks accreditation.
Is this a government or industry-body certification?
No. Telemedic 500 is an independent, third-party accreditation. Its value comes from who does the scoring and how hard the bar is, and from the fact that no one inside your company grades their own team.
How are our call recordings protected?
Recordings are uploaded over an encrypted connection directly to private, encrypted cloud storage. Each client has its own upload key, files are never posted publicly or sent by email, and access is limited to the evaluation team.
Bring accountability back to your floor.
Tell us your agent count, sites, channels and current NPS, and we will scope your audit. $88 per agent, per month, billed annually.