Make all management more efficient with our
Free Call Center Quality Assurance Software
What is a Call center Quality Assurance Software?
The Call Center Quality Assurance Software is used to evaluate interactions between a customer and an agent in call centers.
With this software, you create one or several QA scorecards and will start to evaluate the customer service with those scorecards you created, thus generating a quality score for the agent and his observations about the service. This note, along with your observations and a final comment with actions and/or recommendations, is called feedback.
Features
Scorecard creation tool
Creating quality assurance scorecards shouldn’t be a hard task.
Electronic Feedback
Automated reports
Reports need to work for you, don’t spend your time working for them.
Integrations
Stop creating contacts manually on your QA software, leave this task with our integrations.
Agent's screen recording
Not always just read a chat dialogue or listen to a call recording is enough to know what happened in a customer interaction. Record the agent’s screen and discover precious information.
Stealth screen monitoring
with recording built-in
See in live the agent’s screen when you want, with screen recording on-demand built in.
Analytics
Stop evaluating by sample, evaluate by facts found in the calls and chats.
Optimize your routine
- Optimize your time with contacts and users integration.
- Get reports and information automatically when you need.
- Optimize your communication with agents enabling the contestation.
Stay on top of things
- How many evaluations your QA team did.
- How many evaluations per agents were done.
- How long on average the monitor take to evaluate.
Learn more
Reports in the palm of your hand
A bunch of reports available for your need.
- Quality Index Report
- Faults Report
- Training needs
- Statistics Report
- Productivity Reports
- API available in all paid versions
- More than 30 reports available
The electronic feedback goes beyond
We have developed 3 ways to apply the feedback electronically to help you make sure the coaching is doing properly:
1. The agents can sign feedback (and contest if you enable it) on their own.
2. If the supervisors are required to apply the feedback to the agents, they can do it on CYF Quality as well, but with one extra step… The agents need to give to them a feedback passcode.
3. if you want to merge these 2 feedback ways, you can set up a quality passing score.
PS: You can track the feedbacks pending to be viewed, replied and signed
Integrations
If you want to go further, just automate manual process by integrating CYF Quality with:
- Call recording software
- Help Desk and Chat software
- Employee database software
Users around the world
Get started now using CYF Quality
Pricing
Pricing for a minimum of 25 users
Users are people who make evaluations (generally monitors and supervisors) and who are evaluated (agents) in CYF Quality.
Features
Evaluations
Evaluation history
Support
Attach files to the evaluations
Electronic feedback
Auditing
Calibration
Behavioral evaluation
Data API ⓘ
Secret view of the agents' screen ⓘ
Screen and/or voice recording of contacts ⓘ
Full-time recording of the agents' screen ⓘ
FREE
Up to 100 evaluations per month ⓘ
90 days
by forum
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LITE
Unlimited
5 years
by ticket and email
up to 5 GB included
by e-mail
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PRO
Unlimited
5 years
by ticket, email and chat
up to 10 GB included
by pop-up
For agents working locally
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PREMIUM
Unlimited
5 years
by ticket, e-mail, chat and telephone
up to 20 GB included
by pop-up
For agents working locally and from home
Learn more about our latest news
Hide Score from Agents
We have implemented the option to hide score from agents in the […]
New filter on agent history page
Now you can identify by the selected period: Evaluations Quality index Most […]
Improvement in Disagree By Agents (Ended)
We have released a new improvement within our system, in the part […]
New filters in Productivity Per Monitor
We have improvements to the “Productivity per Monitor”! Now you can use […]