Welivo is management assurance for contact centres. Team leaders make dated commitments to their agents each week (a call review, a side-by-side, a one-to-one). Agents confirm by email, in private, whether each one happened. Operations managers see every team leader's follow-through rate next to their team's performance, and the agents who are short with no coaching logged.
Where QA tools stop
Calabrio, Scorebuddy, EvaluAgent, Playvox and the rest do one thing very well. They score the agent. Call quality, compliance, sentiment, adherence. By the end of the month you know exactly which agents are below the line.
What they do not record is what happened next. The QA score says "coaching required". Did the team leader do it? When? Did the agent agree it happened? Most centres answer that with a tick box the team leader fills in themselves, which is the team leader marking their own homework. When that agent leaves three months later and claims they were never supported, the tick box is all you have.
Welivo sits alongside them
Keep your QA platform. Welivo takes the other side of the loop.
- Monday. Each team leader commits to three or four things per agent, with dates. "Call review with Priya, Wednesday 11:00." "Side-by-side on Thursday, 45 minutes."
- Friday. Each agent gets one email. Did these happen? Kept or not kept. The team leader never sees individual answers.
- Monday again. Operations sees the team sheet. Follow-through by team leader over 13 weeks. Agents short of target. Agents short of target with no coaching event in four weeks.
No agent logins. Agents stay on email, or on Teams if you prefer. Nothing to roll out to the floor.
The Monday team sheet for a contact centre
| Team leader | Follow-through, 13 wks | Coaching events | Agents below QA line | Unsupported | Leavers, 12 mo |
|---|---|---|---|---|---|
| Priya Mehta · Inbound, 12 agents | 92% | 31 | 2 of 12 | 0 | 1 |
| Leah Kowalski · Retentions, 10 agents | 84% | 24 | 3 of 10 | 1 | 2 |
| Omar Haddad · Outbound, 14 agents | 51% | 6 | 8 of 14 | 6 | 5 |
| Danielle Okafor · Complaints, 4 agents | suppressed, under 5 responses | 9 | 0 of 4 | 0 | 0 |
Omar's row is the one that matters. Eight agents below the line, six of them with no coaching in a month, five leavers in a year. That is not an agent problem. Welivo puts the team leader's name next to it.
Three leavers in a quarter
When a team loses three people in a quarter, the exit interviews say "better offer" and the real reason is usually the team leader. Welivo keeps the last twelve weeks of every team leader's follow-through, so when the third leaver goes you can look at the record rather than guess. And from January 2027, when unfair dismissal claims open at six months' service, that record is also your defence. Our guide to the 2027 changes covers what a team leader needs on file.
Fit and setup
Welivo fits centres from about 20 seats up. Team leaders with two or three agents get their follow-through rate suppressed until there are five responses, so small teams cannot be gamed or embarrassed. Setup is done by hand with you. Send your team leaders, agents and ops managers, we build the account, run a walkthrough with your leaders, and the first Monday sheet lands the week after. 21-day trial, card upfront.
See your Monday team sheet
Twenty minutes with the team. Bring your team structure, he shows you what your managers' follow-through would look like.