Contact Center Quality Assurance Software
Speech Analytics

Call Center Quality Assurance

Improved Coaching

Integrated Dashboard

Voice Analytics

Management Software
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HOW WE HELP

Actionable Data - Complete Control

Creating an actionable plan requires correct data that are easy to understand and monitor.

  • Immediate Turnaround Time
  • Consistent Quality Measurement
  • Increase Customer Retention and Satisfaction
  • Agent Standards That Match Yours
Call Center Quality Assurance Monitoring Software
Quality Assurance In Call Center

Multi-Tier Calibrations

Single calibrations are a thing of the past. Welcome to multi-step calibrations that ensure accuracy every time across the whole team.

  • QA Team Alignment
  • Supervisor Agreement
  • Full Accountability Management
  • Weekly Calibration Sessions

HUMAN + AI

Our Accuracy Matters

Increase Speed With The Efficiency Of Artificial Intelligence Data Collection

Humans do not have the speed that AI can deliver, which stops you from gaining the data needed to run your business with maximum efficiency.

Utilize the power of AI

  • Speed
  • Power
  • Accuracy
  • Efficiency

Increase AI Accuracy With First-Line Human Verification

Although AI is swift, the information needs to be verified. Without verification, the data could be inaccurate and produce false positives and negatives.

Human Verification

  • Human accuracy
  • Higher certainty
  • Increased efficiency
  • Better performance

Increase Human Accuracy With Up To Three Levels Of Blind Review

Call Criteria analysts will blindly review an interaction up to 3 times based on the calls where AI determines differences between reviews and its analysis.

Human Recheck

  • Analyst verification
  • Complete certainty
  • Better efficiency
  • 99.5% accuracy

Ensure Your Team Remains Accountable For All Actions Within The Call Criteria Dashboard

Identify which of your Supervisors are actively reviewing calls that have problems and those that are not coaching and training their agents.

Accountability Management

  • Confidence
  • Performance
  • Compliance
  • Stress-free QA
Call Center Quality Assurance Programs

Using Speech Analytics and Human Precision To Your Advantage

Achieve automated call quality monitoring through the use of our AI technology

99 %

Accuracy

Our perfected blend of computers and humans guarantee more accurate results

78 %

Cost Reduction

Paying only for call minutes and not overhead has an immediate ROI impact

Call Center Quality Assurance Software

Focus on Actionable Insights

We provide Quality Analysis that provides actionable insights to improve your service and ROI.

  • Data Collection
  • Coaching Management
  • Live Dashboard
  • Dedicated Account Manager

Recent Blog

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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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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Contact Center Call Center Performance Technology

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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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...
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