LIBERTY CALL CENTER SOLUTIONS - VALOR CM
Your Entire Performance Management Program — Built and Run by AI.
Valor CM takes your product or service catalog, your training materials, documents and customer contacts and turns them into a complete performance management program — a QA scorecard, a scoring engine, reporting dashboard, coaching lessons and Alex, the AI coach who runs the sessions your supervisors don't have time to.
100%
Of calls scored, the whole program created and managed -- end to end
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FIELD CITATIONS 01 - 05
Five independent studies, one conclusion: Poor Performance Management is costing you agents and revenue.
The case for improving Performance Management
01
MCKINSEY & COMPANY
Helvetica Light is an easy-to-read font, with tall and narrow letters, that works well on almost every site.
Supervisors fail to differentiate between incidental feedback and true coaching.
02
XEROX
Helvetica Light is an easy-to-read font, with tall and narrow letters, that works well on almost every site.
87% of skills taught in training are lost without follow-up.
03
HUMAN CAPITAL INSTITURE
Helvetica Light is an easy-to-read font, with tall and narrow letters, that works well on almost every site.
51% of companies with a strong coaching culture report higher revenue than their peers.
04
HARVARD BUSINESS REVIEW
Helvetica Light is an easy-to-read font, with tall and narrow letters, that works well on almost every site.
Effective performance management produces 19% agent core improvement.
05
INT'L COACHING FEDERATION
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Companies that invest in performance management receive an average of 7x ROI.
START TO FINISH
One System Builds and Runs the Whole Program
No expensive consultants, no six-week rollout. Point Valor at your product information and your training materials — it does the rest.
01
Build Performance Management
Feed Valor your training manuals, decks, docs and sample calls — Valor drafts a complete performance management plan with AI coaching followed by Supervisor coaching when necessary.
NO EXPENSIVE CONSULTANTS
02
Generate your QA Scorecards
Using the same content and sample calls, Valor builds a complete QA scorecard from them: categories, weights, and clear criteria. You review, approve, adjust or ask AI to make modifications.
BUILT IN MINUTES, NOT MONTHS
03
Score your calls
Every call is graded against that scorecard the moment it lands — a weighted overall score plus a plain-language justification for each category.
100% OF CALLS, AI OBJECTIVITY
04
Assign the coaching
Trends across an agent's scores surface exactly which skill needs work next — and the coaching lesson is sent directly to the agent for completion
COACH THE RIGHT BEHAVIORS
05
Alex coaches it
Your AI coach delivers the session directly to the agent — live voice, real conversation, no supervisor required to run it.
SEE ALEX BELOW
06
Track and report
Every coaching session is tracked against performance to measure agent improvement and coaching effectiveness.
THE PROGRAM PROVES ITSELF
STEP 05 - THE COACH
Meet Alex.
Alex is the AI coach who actually runs the session — not a script a supervisor has to deliver. Every assignment becomes a real, spoken conversation.
Speaks the lesson out loud and listens for a spoken answer — a live conversation.
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Runs the same three stages every time: Teach the skill; Role Play it live; Quiz for retention.
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Picks up an assignment automatically from whatever the call scoring flagged — the agent gets the exact lesson they need.
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Saves progress mid-session, so an agent can pause and pick up later without losing the thread.
THE METHOD
We've already done the coaching and the prep for them
Supervisors aren't SMEs, and they were never trained to teach. Alex coaches and then Valor CM gives the Sup a blueprint for follow up.
Status Quo Coaching
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Supervisors manually review under 2% of total calls, then pick one to coach from that tiny sample.
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Feedback lands as a list of past failures across multiple categories at once.
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Supervisors aren't subject-matter experts — they "tell" agents what to do instead of teaching it.
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Agents see little improvement, resent the process, and eventually attrite.
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The Valor CM Way
AI trends 100% of calls against KPIs and soft skills — not a 2% sample.
One skill, one behavior at a time, aimed at a specific, reachable goal.
Every assignment ships with the lesson, the script, and instructions for how to coach it.
Agents feel taught, not judged — engagement and retention follow.
75%
of employees who quit voluntarily leave because of their boss — not the job.
52%
believed their manager or organization could have prevented their departure.
GALLOP - SURVEY OF MORE THAN 1 MILLION EMPLOYEES
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Let's upgrade your coaching and bosses.
About us
Company
Liberty Call Center Solutions
18581 Montague Place
Purcellville, VA 20132
