Call Recording

Contact center Quality Management made better, using call quality monitoring

Quality can be a strategic force in your organization when you focus the attention on the right customer interactions and service metrics. C Square’s Quality Management Solution helps you monitor call center performance, drive measureable improvement, save money and provide executives with valuable business insight.

Elevate service quality with transparency: identify problems and reveal the fix

Our Contact Center Quality Management unlocks the potential of your quality program. It enables you to monitor measure and improve agent performance by focusing on the interactions which are driving cost and impacting your business. Providing you with an end-to-end quality process, the solution selects the meaningful interactions for evaluation based on data gathered from your agent’s desktop activity, or based on what was said in the interaction. When you can transparently focus on the interactions and metrics that matter most, you can:

  • Gain visibility with Quality Planner into quality management tasks making it easy to manage workload and track progress
  • The Patented Quality Planner gives visibility into quality management tasks making it easy to manage workload and track progress
  • Transparently see what’s happening on an agent’s desktop during an interaction and use those insights to enhance quality plans
  • Identify problems with dashboards customized to your needs and KPIs