What is Coaching ROI?

Coaching ROI (return on investment) measures whether coaching actually improves performance, by comparing an agent’s QA scores before and after a coaching session. It turns coaching from an assumed good into a measured intervention.

Without ROI measurement, coaching effort is invisible — you can’t tell what’s working or justify the time. With it, you can identify which coaches and which approaches move the needle, and the optimal window in which to coach after a failure.

QUALICORE computes closed-loop coaching ROI and surfaces the delay window that produces the best score recovery.