QA Evaluation Scores alone are Insufficient to Drive Real Improvement Within an ECC

The sheer volume of calls handled every day poses unique challenges in QAQI and training. Evaluating performance is critical, but traditional methods, where only a small percentage of calls are reviewed, often fall short of providing the comprehensive insights needed to drive meaningful improvement. This is where CommsCoach comes in—a  solution designed to automate the QA process for up to 100% of calls and radio dispatches. However, the true power of this technology lies not just in evaluation but in its ability to deliver constructive feedback to call takers and dispatchers, fostering a culture of continuous learning and professional development.

Without actionable feedback, telecommunicators may feel lost or unappreciated, and this can lead to dissatisfaction, burnout, and high turnover—a critical issue plaguing the 911 industry. Feedback must be clear, specific, and delivered in a manner that motivates and encourages growth rather than instilling fear of failure. CommsCoach transforms the feedback process, enabling QA teams and supervisors to easily provide meaningful, positive, and constructive feedback at scale.

Automating QA Evaluation: A Game-Changer for Feedback

One of CommsCoach's core features is its ability to automatically collect, evaluate, and correlate data from hundreds of thousands of calls and radio transmissions. This automation reduces the burden on QA teams, allowing them to focus on higher-level tasks such as providing feedback and coaching rather than spending countless hours manually reviewing calls. More importantly, by leveraging AI, CommsCoach ensures that every call is evaluated based on consistent, context-sensitive criteria, eliminating bias and providing a more accurate picture of performance across the board.

However, automating evaluation doesn't mean removing the human element entirely. In fact, CommsCoach empowers QA teams and supervisors to play an even more important role—delivering the feedback that drives real change. Once the AI has performed its evaluation, certain events are flagged for review based on criteria set by the agency, such as high or low scores, specific incident types, or other key triggers. At this point, the QA reviewer can step in, accessing the event with the evaluation already completed and adding their own feedback. This may include insights into specific segments of the call or overall performance, as well as suggestions for further coaching.

The new CommsCoach feedback reports manager enables feedback at multiple levels:

• Segment of a Call Level: Evaluate and give targeted feedback on particular segments of a call, allowing for laser-focused coaching on critical moments, such as specific protocol criteria or dispatcher instructions.
• Single Evaluation Level: QA teams can provide general feedback on individual evaluations, offering a detailed look at specific events, combined with the results of the evaluation.
• Multiple Evaluations for an Individual: Review trends across multiple evaluations for a single call taker or dispatcher. This allows supervisors to assess performance across a series of calls, identify patterns, and provide holistic feedback that spans multiple events.

AI-Suggested Summaries

Balancing Feedback: Reinforcing Strengths While Addressing Growth Areas

Many of today's ECC supervisors are new to the role and have neither the experience or training yet on how to provide coaching and feedback to their teams. One of the challenges in providing feedback is finding the right balance between recognizing accomplishments and pointing out areas for improvement. Telecommunicators, like any professional, need to feel appreciated for their hard work and the critical role they play. CommsCoach makes this easier by generating feedback suggestions based on the detailed evaluations, offering a balanced approach that highlights both strengths and areas where coaching could be beneficial. The new Feedback Report Manager generates personalized summaries. These summaries not only recognize strengths but also identify areas where an individual can refine their skills—an approach designed to foster confidence and continuous growth without focusing on shortcomings.

For example, if a call taker handled a difficult situation with composure but missed a key step in the protocol, the system might suggest feedback that acknowledges their calm under pressure while offering coaching on the missed step. This balanced approach fosters a culture of growth, where individuals are encouraged to build on their strengths while addressing potential skills gaps. This not only improves individual performance but also boosts overall morale within the ECC.

‍Feedback as a Tool for Professional Development

Beyond its immediate operational benefits, CommsCoach’s feedback system serves as a powerful tool for professional development. Supervisors can use the system’s insights to set specific goals for their shift, tracking progress over time and making adjustments as needed. This transforms feedback from a reactive process into a proactive one, where telecommunicators receive continuous guidance and support as they hone their skills.

CommsCoach also integrates coaching tools such as online courses, microlearning snippets, and dynamic, AI-based simulations, built from your real world calls and evals. Based on the feedback provided, supervisors can assign these coaching activities tailored to individual needs. For instance, a dispatcher struggling with multitasking during complex events might be assigned a simulation that mimics those scenarios, allowing them to practice in a controlled environment and receive additional coaching.

Its About the People

Facilitating constructive feedback at scale is no easy task, but with the right tools, it becomes not only manageable but transformative. CommsCoach empowers QA teams and supervisors to provide meaningful, constructive, and positive feedback, even when evaluating hundreds of thousands of calls. By automating the evaluation process and offering tailored coaching opportunities, CommsCoach helps improve individual performance, enhance morale, and foster a culture of continuous learning and growth. In doing so, it addresses some of the most pressing challenges facing 911 centers today—retention, morale, and professional development—and lays the foundation for a stronger, more resilient workforce.

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