Contact Center Quality Assurance

Maintain the highest levels of quality with our customizable contact center quality assurance solution.

Customer satisfaction drives customer loyalty. That’s why cc: Quality, CallCopy’s contact center quality assurance module allows you to maintain the highest levels of quality without sacrificing time or resources.

Raising the Bar on Effective Contact Center Quality Assurance

A proven contact center quality assurance platform provides your quality assurance and management staff with a clear way to evaluate employee performance, ensure adherence to corporate procedures and maximize staff productivity.  CallCopy's contact center quality assurance 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.

Contact Center Quality Assurance Key Features:

• Included with all installs – no additional licensing is required.
• Unlimited playback and QM reviewer licenses included.
• Play back synchronized call and screen recordings simultaneously for easy scoring.
• Flexible, easy-to-use form builder lets you create custom forms in minutes.
• Detailed reporting provides insight to the data – so you can make decisions based on the metrics that matter most.
• Library of standard reports included, along with the ability to create and share custom reports.

Customizable Contact Center Quality Assurance – to Fit Your Distinct Needs

It takes a thorough understanding of your unique business drivers to deliver an effective contact center quality assurance program. CallCopy understands this, and will work with you to design the right solution. We take several factors into consideration when building your solution: your existing technology, your performance measurements, your future goals and, of course, your budget. The result is an effective way to monitor quality and calibrate to organizational standards.

Comprehensive Contact Center Quality Assurance Reporting Lets You Monitor What matters most

A diverse range of reporting options are available through integration with Microsoft SQL Server Reporting Services (SSRS), allowing you to quickly and easily monitor contact 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 those individuals in need of coaching, and know for certain what they need to learn.

Flexible Contact Center Quality Assurance Evaluation Form Creation and Scoring

• Easily create multiple web-based evaluation forms in a matter of minutes – without relying on IT staff.
• Add questions, sections or responses to your forms with a simple click of the mouse.
• Build as many forms as you need – each with an unlimited number of sections, questions and responses.
• Choose the weighting for each section, question and response for customized scoring.
• Form scoring supports auto-fail for critical elements (section or entire form) with non-applicable questions factored out when scoring.