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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
Highly customizable forms.
Count on nine types of items to customize your form, however you imagine it.
Contestations.
Facilitate the management of contestations between agents and monitors.
Calibration.
Ensure consistency and standard in evaluations with the calibration process between monitors.
Automated reports.
Speed up data analysis and generation of insights, leaving aside the manual and time-consuming process of spreadsheets.
Audit.
Ensure third-party processes are being performed correctly with the audit function.Electronic feedback.
Save time with the electronic feedback feature.
Integrations.
Increase your team’s productivity by integrating services and users with CYF Quality.
Secret view of the agents’ screen.
See the agents’ screen in real time, discreetly.
Screen recording.
Record the screen of all services and go beyond just basic service analysis.
Artificial intelligence 🪄
Automatic evaluation with Artificial Intelligence.
Leave the repetitive work of filling out the quality form to artificial intelligence and leave the important work of analyzing data and generating insights to monitors.
Unproductive time.
Analyze agents’ unproductive time to take corrective actions.
Sentiment analysis.
Understand customers’ feelings for reasons of contacts, operations, teams, agents and services.
Business insights.
Get views that go beyond quality monitoring for your company, generate valuable business insights depending on your type of service.
Users Around The World
Recognized and loved by users
4.8 out of 5 stars on G2.com
Plans
Plans for a minimum of 25 users
Users in CYF Quality considered those who carry out evaluations, generally monitors and supervisors,
and also those who are evaluated, as agents.
Features
Evaluations
Evaluation history
Support
Attach files to the evaluations
Electronic feedback
Auditing
Calibration
Integrations
Behavioral evaluation
Data API ⓘ
Secret view of the agents' screen ⓘ
Screen and/or voice recording of contacts ⓘ
Full-time recording of the agents' screen ⓘ
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
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