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    WHAT WE DO

    Call Center QA Services

    Speech Analytics

    Our speech analytics solution provides an automated capability that reviews 100% of your phone calls using the latest technology.

    • Review turnaround is near real-time
    • Automated transcriptions
    • Redaction available for sensitive information
    • Sentiment analysis
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    QC-GPT Generative AI

    With our customized large language model (LLM), benefit from our years of experience performing QA for hundreds of companies across a diverse range of industries and business models.

    • Automatic Interaction Summarization
    • Fined Tuned LLM for your Business
    • Scalable and Consistent
    • Automated Insights and Coaching Recommendations

    Human Verification of AI

    Artificial Intelligence applied to quality assurance is not infallible. Accuracy can be enhanced over time with human review/validation and feedback to the system.

    • Review Only Questionable Items (Saves Labor)
    • Dramatically Improve AI Accuracy over Time
    • 100% Critical Item Review for >99.5% Accuracy
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    Sales Performance

    Understand the true quality drivers of sales performance. Evaluation forms, review questions, and dashboards fine-tuned for sales performance improvement.

    • Identify actions that create value
    • Track leaders and laggers on key metrics
    • Lower wasted effort

    Human QA

    Stop using the biased in-house QA Agents that hold your company back from reaching maximum coverage and peak performance.

    • Extremely Accurate
    • Zero Bias
    • Nuanced Understanding
    • High-Complexity Evaluations
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    Coaching

    Fast track agent performance improvement. Give your supervisors and managers better tools to manage the attainment of goals and objectives.

    • Minimize supervisor time with “paperwork”
    • Dynamic tracking of objectives achievement
    • Improved transparency and communication
    • Better agent engagement
    Data Analysis

    Data Analysis

    Analyse every call to have a complete picture and understanding.

    Advanced Dashboard

    Advanced Dashboard

    See exactly what you want, where you want, when you want.

    Actionable Insights

    Actionable Insights

    Visual representations of data provide key insights to act on.

    Conversion Optimization

    Conversion Optimization

    Manage agent rebuttals to maximize your ROI.

    A Sample of Our Great Clients

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    Learn More Through Our Recent Blogs

    Speech Analytics

    Improve Customer Experience With Call Center Speech Analytics

    Speech or voice analytics have been growing in popularity and use for many years. Possibly the first encounter that you...
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    Customer Service Speech Analytics

    Call Center Sentiment Analysis: A Guide to Enhanced Customer Insights

      Sentiment analysis is a technique utilizing natural language processing (NLP), machine learning, and computational linguistics to determine the polarity...
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    Contact Center Call Center Management

    Contact Center Analytics: Improve Performance with Your Data 

      Have you ever wondered how companies manage to provide exceptional customer service consistently? One of the secrets lies in...
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    Compliance

    A Complete Guide to Call Center Compliance

    There are a lot of compliance issues that you will need to address when working in or running a call...
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    Technology

    What is NLP (Natural Language Processing) and its Components?

    With the advancement of computer technology and voice recognition, there is often a question about what NLP (Natural Language Processing)...
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    Call Center Contact Center Performance Technology Uncategorized

    Revolutionizing Contact Center Operations With Artificial Intelligence

    The AI revolution is currently underway, and it's causing a transformation in the way organizations, whether big or small, operate....
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    Call Center Outsourcing Quality Assurance

    Why Should You Outsource Your Contact Center Quality Assurance?

    All contact centers share a common objective: to offer exceptional customer service. To accomplish this, it is crucial to perform...
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    Call Center Outsourcing

    6 Contact Center Quality Assurance Responsibilities for Quality Analyst

    As the demand for quality customer service increases, call center QA managers are constantly bombarded by Call Center Quality Assurance...
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    Speech Analytics

    Speech Analytics Solution-What is speech analytics?

    Measuring and managing the customer's experience is important to every business. Your contact center data can offer a deeper insight...
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    Call Center Agent Performance

    Contact Center Monitoring: What is it And Why Does it Matter?

    As much as you and your agents understand what behaviors are expected to make a successful call center, you should...
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    Customer Service

    19 Essential Call Center Metrics to Measure Performance in 2023

    How do you optimize call center work? It’s a question that has kept many a busy manager up at night....
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    Quality Assurance

    The Importance of Quality Assurance in Business

    In today's fast-paced and competitive business landscape, ensuring the highest level of product and service quality is not just a...
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    Agent Coaching Coaching Compliance

    A Complete Guide to Improving Agent Performance with Call Center Coaching

    Call centers are only as good as the agents on the phone. You want them to be as efficient and...
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    Call Center Contact Center Quality Assurance

    What is Quality Assurance in A Call Center and Its Impact on Business

    Call centers serve as a crucial link between customers and organizations, and effective communication is vital for shaping business success....
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    Performance Management

    Top 10 Sales Performance Management Software

    The most arduous yet pivotal task in sales management is conducting performance evaluations. This practice serves as a vital tool...
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    Call Center Outsourcing

    Learn How Call Criteria’s Interactive Dashboard Works

    Contact Center Quality Assurance is amongst the most vital practices to normalize for your company. Customers always feel safe to...
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    Speech Analytics

    Unraveling the Exorbitant Setup Fees and Multi-Level Complexities of Speech Analytics Onboarding

    In today's data-driven world, businesses increasingly rely on speech analytics to gain insights into customer interactions. However, the process of...
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    TCPA Compliance

    Don’t Sign Up for Speech Analytics Without an “Out-Clause”

    Speech analytics is a great tool for contact centers as it supports several functions, such as keeping track of voice-based...
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    Call Center Outsourcing Call Center

    How Call Centers Leverage Machine Learning with Artificial Intelligence 

    Machine learning in Call Centers? A call center is a communication channel where customers report issues or make changes to...
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    Call Center Outsourcing

    6 Best Practices for Health Care Contact Center

    The healthcare sector is differentiated from other industries because many patients require constant monitoring to maintain their health at optimal...
    Read More