Contact Center Quality Management

Download Free QA GuideQuality drives customer satisfaction, and customer satisfaction drives repeat sales. Our contact center quality management solution lets you maintain the highest levels of quality.

Every contact 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 contact center.

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.

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 your quality and calibrate to your standards.

Build Custom Contact Center Quality Management Evaluation Forms

The quality manangement 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 need to bother your IT staff. Add questions, sections or responses to your forms with a click of your mouse.

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

Easily Sort Your Call Center's 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 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 which individuals are in need of coaching.

Drill-down in your quality management report data:

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

Filter your reports:

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