Quality Assurance Software
for Contact Centers
... and other places
Quality Monitoring Tools | Online, Real-time Reporting
VQ ONLINE™ - Quality Assurance results at your fingertips
VQ Online™ was developed over the last 19 years working with some of N.A.’s leading brands and the contact centers that support them. VQ Online™ streamlines the QA process across channels and functions to maximize the insight gathered to drive even greater results ... and free up valuable QA analysts’ time.
VQ Online™ is great for:
Large, multi-site, multi-channel centers with internal and/or external QA functions who want to expand and/or consolidate QA results and/or who need a system for managing the QA process
- AND -
Small, single-site centers that are currently using spreadsheets or other rudimentary scoring systems and recognize they need more.
The preferred performance management tool for Contact Center frontline managers
VQ Online is designed to support any number of scorecards that you need to evaluate calls, emails, back-office functions, chat sessions, and more. All are customized to align with your unique requirements. Each with customizable drop-downs to capture specific areas of opportunity -- reducing QA effort.
Customer Experience Index
In addition to providing a QA score, VQ Online also supports a secondary (and separate) customer experience evaluation. This balances the evaluation and helps identify what matters most to customers.
Easily find, listen to/read and share customer interactions based on a wide variety of criteria. Bring the customer to life within your organization.
VQ Online facilitates the consolidation of QA results and reporting across channels, sites, and touchpoints -- regardless of the technology you are using today.
We protect your data and your brand as if it were our own. See below for more information.
Team Leads and (as an option) their Agents can be notified when an evaluation has been completed on one of their interactions. They can review results, read coaching direction and see reports on their own progress.
Easy Access to Data +
A wide range of our most popular reports are available online for multiple levels within a center -- allowing you to spot trends and opportunities in real-time. Plus, all data can be easily exported into .csv format for offline, in-depth reporting using tools like Tableau and Crystal Reports -- in a single click.
QA Quota Mgmt System
Quality Assurance scheduling and management is one of the most time-consuming tasks in a contact center. VQ Online's QA Management System takes care of the 'who, when and what' related to QA Specialist work management.
Easy to Use + Update
VQ Online was designed to be very simple and intuitive to use -- and just as easy to update, revise or change elements of your scorecard or set-up structure.
No User Fees
Given that we are committed to letting the voice of the customer ring loud and clear through all organizations, you can provide access and online reporting to any stakeholder in the organization without paying additional user fees. Nice!
Let's Not Forget About Protecting Customer Data
VereQuest is committed to protecting your sensitive customer data using industry best standards. Given our work over the years with some of N.A.’s leading brands (many who are financial institutions), we have ensured VQ Online™ meets the highest levels of data security.
With this in mind, your version of VQ Online™ site:
is hosted in a high-security site in North America that is independently audited each year to adhere to PCI and SOC 1 compliance standards
resides on servers protected by high-end firewall systems (not an unsecured cloud)
undergoes a full data back-up daily
is scanned regularly to ensure that any vulnerabilities are quickly found and rectified
uses Transport Layer Security (TLS) encryption (e.g. HTTPS) for all transmitted data
Access to VQ Online™ for system administration purposes is restricted to specific individuals who undergo full background checks and are monitored for compliance. You control who is able to access your version of VQ Online™ and the data you collect.
What Our Customers Say About VQ Online™
"We were pleasantly surprised at how quickly VereQuest was able to get up and running. The VQ system is so flexible and easy to use that we can adjust our program in real-time as we learn, and our expectations evolve."
"There is no question that the VereQuest customer experience monitoring program has contributed to our ability to achieve best-in-class customer service for our customers. I would highly recommend this service to other companies looking to do the same for their customers."
"We started using VQ Online a year and a half ago. I don’t think we’d be able to manage QA without it. Not only is it easy to load agents who need call reviews for the month but we can also keep track of each Specialist's growth as an individual or on the team, and see how well their workflow goes on a daily or weekly basis. There are a lot of benefits to it. It’s working very well.”
$2500 USD per month
NO additional, individual user fees
Grow to an unlimited # of agents, locations, users, evaluations ... at no additional cost
Expand to an unlimited # of scorecards designed for each channel or business need (just a small monthly fee)
Includes a robust QA management tool for tracking/reporting the QA effort across your organization.
Hosted in a highly secure environment
Other VereQuest products + services
Understand customers' experience with your company and the impact on your contact center resources. Identify high priorities areas to reduce effort, control costs and build customer loyalty.
Need to understand where your greatest opportunities are to improve performance, reduce cost or increase sales? Need support managing change? VereQuest can help.