Call Center Quality Monitoring

Quality drives customer satisfaction, and customer satisfaction drives repeat sales.  CallCopy's call center quality monitoring solution lets you maintain the highest levels of quality.

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

CallCopy's quality monitoring (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.

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 monitor your quality and calibrate to your standards.

Build Custom Call Center Quality Monitoring Evaluation Forms

The quality monitoring 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 – no IT staff required. Add questions, sections or responses to your forms with a simple click of the mouse.

Build as many quality evaluation forms as you need. Each form can have an unlimited number of sections, questions and responses. Form scoring 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 monitoring forms can be mirrored in our software, relieving you of the need to re-engineer your program metrics.

Slice and Dice Your Call Center's Data

A diverse range of reporting options are 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.

Drill-down in your report data:

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

Filter your reports:

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