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Free Call Center Quality Assurance Software

Call center quality assurance scorecard template

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

checklist

Scorecard creation tool

Creating quality assurance scorecards shouldn’t be a hard task.

feedback

Electronic Feedback

Electronic feedback sent automatically when you finish your evaluation.

business-report

Automated reports

Reports need to work for you, don’t spend your time working for them.

integrated

Integrations

Stop creating contacts manually on your QA software, leave this task with our integrations.

screen

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

Stealth screen monitoring
with recording built-in

See in live the agent’s screen when you want, with screen recording on-demand built in.

web-analytics

Analytics

Stop evaluating by sample, evaluate by facts found in the calls and chats.

Optimize your routine

Stay on top of things

Learn more

Reports in the palm of your hand

A bunch of reports available for your need.

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:

Users around the world

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Users
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Daily evaluations
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Countries

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 ⓘ

Knowledge game

Screen and/or voice recording of contacts ⓘ

Full-time recording of the agents' screen ⓘ

Free

US$0,00

MONTHLY PER USER

Up to 100 evaluations per month ⓘ

90 days

by forum

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lite

US$7,99

MONTHLY PER USER

Unlimited

years

by ticket and email

up to 5 GB included

by e-mail

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pro

US$15,99
MONTHLY PER USER

Unlimited

years

by ticket, email and chat

up to 10 GB included


by pop-up

For agents working locally

Up to 50 questions

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premium

US$29,99

MONTHLY PER USER

Unlimited

years

by ticket, e-mail, chat and telephone

up to 20 GB included

by pop-up

For agents working locally and from home

Unlimited questions

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