Quality Assurance software built by QA experts for QA people.
Experience matters, and with over 30 years of expertise in the industry, we know what works.
Quality PLUS Call Center QA Software takes your quality process from disjointed and time-consuming to streamlined, effective, and indispensable.
Quality PLUS empowers your Team Leaders and Agents with unprecedented control to elevate your contact center performance & revolutionize the way you manage quality assurance.
Real-time view of Quality
End-to-end QA process solutions; from design, scoring, interaction evaluation, insight capture, calibration, coaching, red flags and compliance, through to detailed call center reporting, analytics and actionable intelligence. Fully interactive data drill-down with dynamic charting, customizable to your needs.
Omni-channel
Secure omni-channel interaction monitoring and evaluation capability for all your customer interactions.Transform results by delivering a service your customers really value. Uncover customer needs and expectations through analytics at every point in their journey that help you understand the true correlation between CSAT, NPS, FCR and the quality of service delivered.
Customer experience management
End-to-end QA process solutions – With customizable insight capture, automated compliance and regulatory flagging, gold standard calibration tools and detailed reporting and intelligence dashboards, the Quality PLUS tool suite underpins the delivery of fantastic Customer Experience.
Customer insight
Quality PLUS delivers robust reporting and call center analytics to help drive your business, giving you the insight and actionable intelligence needed to make impactful business decisions. Analyzed customer experience, shared across the business, enables you to act to deliver better, measurable outcomes for your customers and the wider organization.
Scalable & customizable
Quality PLUS delivers scalable and responsive dashboards that focus on what matters. And with ever-changing business needs, our reporting suite allows you to create meaningful dashboards quickly and easily. You’ll always be clear on the impact of activity with a clear ‘so what?’ from your data.
Feedback, coaching & calibration
Quality PLUS supports you in bringing clarity and effectiveness to your Agent coaching, developing coaching-ready feedback and targeted performance improvement that enables team members to maximize their engagement and on-going development.
Reduced technician visits
US CABLE COMPANY
A drop of approximately 14% in total calls that resulted in court time
FINANCIAL SERVICES LEGAL
Webchat quality scores improvement in 9 months
LEADING UK HOUSING PROVIDER
Quality software solutions
CASE STUDIES
Don’t just take our word for it!
Improve Sales Success Rates
We undertook a Sales focused study with an emphasis on the effectiveness of quality form measurements in providing accurate and actionable feedback.
US National Healthcare Provider
Financial Services Legal
FINTECH COMPANY
Cable Company
Global Technology Company
Proven Call Reduction Strategies Case Study
Utility Company
Housing Association
Funeral-related service provider in the United Kingdom
Our work with the Client helps ensure that sales are being made ethically and in line with not only the FPA guidelines but also with their own exacting standards.