The case for quality monitoring was proven long ago: quality drives customer satisfaction, and customer satisfaction drives repeat sales. With cc: Quality you can rest easy knowing that you are doing what it takes to maintain the highest levels of quality.

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

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 Quality Custom Evaluation Forms

You can build multiple evaluation forms with cc: Composer. Get started right away building web-based evaluation forms, tests, or quizzes in a matter of minutes. No need to bother your IT staff; you can add questions, sections, or responses to your forms with a click of your mouse.

Build as many quality evaluation forms as you need. Each form can have an unlimited number of sections, each section can have an unlimited number of questions, and each question can have an unlimited number of responses.

Choose the weighting for each question and response, so your existing quality monitoring forms can be mirrored in our software, relieving you of the need to re-engineer your program metrics.

Slice and Dice your Data

cc: Quality ties together with cc: Voice call recording to provide you with a diverse range of reporting options, so you can 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