Call Center Quality Management

Our call center quality management solution allows you to maintain the highest levels of quality – which is key when quality drives customer satisfaction, and customer satisfaction drives repeat sales.

Every call center is unique. It takes a thorough understanding of your unique business drivers to deliver an effective quality management program. CallCopy was founded by industry veterans who will work with you to design the right solution for your call center.

We take several factors into consideration when we work with you: your existing technology, your performance measurements, your future goals – and, of course, your budget. The result is an effective way to manage call center quality and calibrate to your standards.

CallCopy's quality management (QM) module is fully integrated with the call recording and screen capture modules, allowing you to score calls while listening to and watching the interaction recording.

Build Custom Call Center Quality Management Evaluation Forms

Build as many quality evaluation forms as you need. Each form can have an unlimited number of sections, questions and responses. Our form scoring also supports auto-fail (section or entire form), and omission of non-applicable questions.  You can also choose the weighting for each question and response, so your existing call center quality management forms can be mirrored in our software, relieving you of the need to re-engineer your program metrics.

The quality management module allows you to get started right away by building web-based evaluation forms, tests and quizzes in a matter of minutes. You can easily build multiple evaluation forms with no IT staff required. Add questions, sections or responses to your forms with a simple click of the mouse.

Easily Customize Your Data

A diverse range of reporting options is available through integration with Microsoft SQL Server Reporting Services (SSRS), allowing management to quickly and easily monitor call center performance and optimize service and performance levels. Powerful, ready-to-use reports can be used to spot trends as they emerge at the group or individual level. Find your top performers, and use their recordings for coaching and training, or identify which individuals are in need of coaching, and know for certain what they need to learn.

Filter your reports:

• Date range
• Groups/departments
• Agents
• Managers/supervisors
• Training classes

Drill-down in your report data:

• Form-level summaries
• Calibration tables
• Section-level details
• Question-level details