sariioCoaching & performance. For BPOs and in-house contact centres.
80 per cent of people who received meaningful feedback in the past week are fully engaged, and only 16 per cent call their last conversation with their manager meaningful; the difference, in Gallup's study, is appreciation, goals and the person's strengths rather than a list of faults (Gallup, 2026).
Sariio reveals those strengths and how each agent receives feedback, from a twelve-minute survey of work preferences, and prepares each coaching conversation from the call and your own campaign standard, so your managers coach every week, soon after the call, in a way each agent recognises as theirs.
The manager's week
A contact-centre manager runs the queue, covers absence and files the reports, and is expected to coach as well. Gallup puts manager engagement at 22 per cent worldwide, after the sharpest fall of any group of workers the year before (Gallup, 2026; Gallup, 2025). Most agents who leave do so inside the first ninety days (SQM Group, 2023), the same window in which a new starter is finding out whether anyone here understands how they work.
A weekly conversation of fifteen to thirty minutes, built on appreciation for recent work, the person's goals and the person's strengths; the one topic people rate as less meaningful is a conversation about their weaknesses (Gallup, 2026). Sariio prepares that conversation, so the manager spends the week's fifteen minutes on the agent rather than on the preparation, and walks in knowing what this agent does well and how this agent receives feedback.
Ranking, not percentages: Gallup reports the order in which employees rate these topics. Gallup, 2026.
Alex's one2one
Alex could be anyone on your floor. Her survey results are real; her name is not.
The note is called a one2one, a conversation with an agent about a single call. The call, your campaign standard and Alex's myMAP, her personal map of work preferences, arrive in the manager's hands as a short note that quotes what went well, names the moment worth revisiting alongside the standard, and proposes one action for Alex to adopt on the next call. Alex prefers to work a problem through on her own first, so the note suggests sending the moment ahead and opening by asking what Alex noticed. Her manager reads, changes what needs changing, and only then does Alex see anything.
Between one2ones Alex carries on the conversation with Sariio Coach, about her own preferences and the action she chose, and her manager asks Ask Sariio how best to open the next conversation with her. The campaign sets the standard and a preference changes no score. The coaching belongs to Alex.
C7 Accurate resolution Your resolution was exact. You named both causes, both corrections, showed the arithmetic live, and landed on sixty-one pounds ninety-eight with a five-working-day timescale. Nothing was left vague.
C3 Understanding confirmed Before moving to a fix, you restated every element of the dispute and asked 'Have I got everything?' The customer confirmed you had. That check stopped any mismatch later.
The scorecard requires two identifiers confirmed before any account detail is discussed. You took the postcode, then read out the bill figure of seventy-seven pounds ninety-nine before a second identifier was collected. No second identifier was taken at any point on the call. The sequence was: one identifier, then account detail, which is a fail under C2 regardless of what followed.
Before the next call, write a two-step prompt on a sticky note: postcode confirmed, then date of birth confirmed, then account open. Treat it as a fixed sequence you run through every time, the same way you run through the closing recap. A consistent checklist removes the gap before it can appear.
Watch C2 Identity verification (this call: FAIL) on the next call, so the next one2one can show the change.
Alex works a problem through on her own first, so send the moment ahead and open by asking what she noticed.
The call is the sample campaign in Sariio; Alex's own call replaces the note when her manager coaches one. Her survey results are real; her name is not.
For your managers
The preparation takes the manager minutes rather than the best part of an hour, which is why each agent on the roster hears from the manager while the call is fresh, and new starters hear first.
Your standard decides what the call needed. Sariio reads the words and the timing of the call alongside that standard, so the finding is yours and the coaching fits the agent who receives the feedback.
The manager reads and endorses the note before the agent sees anything, and the note then belongs to the agent, who carries the one action into the next call, which is what makes the feedback the agent's to act upon.
Alongside what you run
Your existing assessment, scored by a platform or by a QA team, sits alongside the transcript. Sariio reads the words and the timing of the conversation, so tone, sentiment and voiceprint play no part in the reading, and the finding alongside your standard is left untouched by any preference. Transcripts are held in the EU, in Frankfurt, and nothing from your operation trains a model. Trust and AI governance carries the full declaration.
Measures you already use
Three measures tell you: time to feedback and how many agents hear from their manager each week; the QA, customer or commercial measure you most want to move, with compliance and service quality in view; and whether agents and managers, asked directly, call the coaching fair and useful. The book behind Sariio puts the test plainly: judge coaching by what people do differently afterwards.
Working together
Bring one campaign or one operational team and half an hour online, and we'll settle what you want to improve, who's involved and how we'll both know whether the coaching is landing. I'll say where Sariio can help and where Sariio can't.
A second meeting brings a written proposal for that campaign.
Useful to bring
Which campaign, who coaches on that campaign, the record of the call you keep today, and the QA or customer measure you most want to move.