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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

Prices based on up to 100 users.

Users are people who make evaluations (generally monitors and supervisors) and who are evaluated (agents) in CYF Quality.

Also exists an initial setup invest which is 2x the plan price chosen.



Accounts

Free Trial

Projects

SSL

Storage

Domains

Sub-domains

Sub-domains

Sub-domains

Sub-domains

Sub-domains

Sub-domains

Sub-domains

Free

US$0


1 year history of evaluation data

Up to 500 monthly evaluations

Support by forum

Lite

US$699

Monthly

Unlimited evaluation data history

Unlimited monthly evaluations

Support by ticket and email

Attach files to the evaluations with up to 5 GB included

Electronic feedback

Auditing

Calibration

Behavioral evaluation

Pro

US$1499

Monthly

Unlimited evaluation data history

Unlimited monthly evaluations

Support by ticket, email and chat

Attach files to the evaluations with up to 10 GB included

Electronic Feedback with Popup

Auditing

Calibration

Behavioral evaluation

API

Secret view of the agents' screen

(on site)

Knowledge game

(Up to 50 questions)

Premium

US$1999

Monthly

Unlimited evaluation data history

Unlimited monthly evaluations

Support by ticket, e-mail, chat and telephone

Attach files to the evaluations with up to 20 GB included

Electronic Feedback with Popup

Auditing

Calibration

Behavioral evaluation

API

Secret view of the agents' screen

(on site and from home)

knowledge game

(Unlimited questions)

Screen and/or voice recording of calls

(1 integration included)

Full-time recording of the agents' screen

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