Aurelian has launched real-time quality assurance (QA) and training for emergency communications centers , enabling supervisors to spot performance patterns in real time and provide same-day guidance that helps reps achieve better outcomes on the next call.
Aurelian's QA reviews every call handled with CORA, its live guidance assistant, against each agenc's operating procedures and industry standards. Supervisors can see who's excelling and identify trends across the floor and at the individual level.
QA works dynamically with CORA to reinforce procedures with targeted reminders during calls for individuals or entire teams. QA can also flag difficult calls in the moment so supervisors know to check in on reps who might need support. Aurelian QA shows supervisors which support to send and to whom.
"Traditional QA tells a supervisor what happened days, even weeks later," said Max Keenan, founder and CEO of Aurelian, in a statement. "We built QA and CORA to close that loop. See a pattern today, coach on it during the next call. That's how QA goes from documenting performance to improving it."
Aurelian is also introducing a training solution that complements QA to give new and experienced telecommunicators a way to build confidence and strengthen their skills through realistic call simulations at varying difficulty levels. Insights from QA inform those simulations, so telecommunicators can practice calls that reflect the needs of their community before handling them live.