Contact Center QA Software
NOTE: VereQuest's contact center quality assurance software is included with VereQuest's Outsourced QA Offering
Multi-channel QA in One Place.
Manage your QA results across locations, vendors and channels.
Extend to stakeholders.
Although technology has come a long way when it comes to monitoring what's going on in the contact center, there is no doubt that coaching the right people, at the right time, about the right things remains the #1 driver of improved performance.
With our 'unlimited' licensing arrangement, you can easily consolidate all your QA in one place.
PLUS, because 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 for a single flat rate. Nice!
Capture insight related to agent performance, business insights and more across channels and locations. Fully customizable scorecards aligned to your unique environment.
Quality Monitoring Tools | Online, Real-time Reporting
Access a wide variety of online reports in real-time and available at the Agent, Team, Center, Group and Business levels. Spot trends, high priority opportunities and more.
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.
Customer Experience Indicator
In addition to providing a measure of quality, VQ Online also supports a secondary (and separate) customer experience evaluation.
Easily find, listen to/read and share customer interactions based on a wide variety of criteria. Bring the customer to life within your organization.
Online tools help manage QA efforts within your organization scheduling which Agents need to be monitored, how many, what type and when. Quickly and easily assign QA tasks to your team.
In addition to powerful online reporting, all data can be easily exported into .csv format for offline, in-depth reporting using tools like Tableau and Crystal Reports.
We protect your data and your brand as if it were our own.
“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.”
~ Executive, Major International Travel Company
Starting at $1000 USD per month with NO additional, individual user fees
Grow to 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)
Add on a full system for managing the QA effort within your organization
Hosted in a highly secure environment
"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.”
~ Quality Assurance Manager
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.