Call center accreditation criteria.
What a contact center has to prove, in a final 30-day window, to earn Telemedic 500 accreditation.
To earn Telemedic 500 accreditation, a contact center must pass five tests in a final 30-day window: zero zero-tolerance violations, a team quality score of 4.80 or higher out of 5.00, every agent counseled and signed, no repeat serious deficiencies, and fewer than 1% of customers leaving unsatisfied.
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.
What accreditation means
Accreditation means an independent evaluator listened to your agents’ real calls, scored every one of them against the same standard, and found that your center met the bar across a full 30-day window. It is earned by the whole floor, not by a sample of your best agents.
What it is not
Telemedic 500 is an independent, third-party accreditation. It is not a government certification, and it is not a survey score. No one inside your company grades their own team.
Keeping it
Accreditation is renewed through continued auditing. A center that slips below the bar is told so, with the agents and behaviors responsible, and keeps counseling until it is back above it.
Using the emblem
Accredited centers may display the Telemedic 500 emblem on their website, in proposals and in customer communications for as long as the accreditation is current.