Call Center Quality Assurance Software

Record, Monitor and Evaluate interactions in your contact center

ChaseData provides call center quality assurance capabilities to maximize the value of every customer interaction and improve the performance of the agents in your contact center.

MONITOR THE QUALITY OF YOUR AGENT INTERACTIONS

Every call with a customer is an opportunity to deliver superior service or to secure a sale. You need to ensure that agents are properly trained, coached and monitored to succeed.

ChaseData arms Managers and Supervisors with the monitoring and coaching tools they need to better manage their teams.

1

Recording

Get a digital recording of calls, along with the agent screen, for compliance or quality assurance purposes.

2

Monitoring

Empower your managers to listen to calls between agents and customers in real-time while monitoring the agent desktop screen.

3

Coaching

Supervisors can guide agents through interactions with customers without interrupting the customer call.

4

Evaluation

Rate the performance of the agent along with the recording and leave manager notes that can be shared with the agents for feedback and performance improvement.

COMPREHENSIVE CALL CENTER QUALITY ASSURANCE FEATURES

ChaseData delivers everything you need to manage the quality of the customer interactions in your contact center.

  • Call Recording
    Record conversations between agents and customers. Playback recordings, pause and resume at any time.
  • Call Monitoring
    Supervisors and managers can listen to agent calls in real-time to monitor quality and performance.
  • Screen Recording
    The agent desktop screen can be recorded along with the call to provide a complete view of the agent activity during the interaction with a customer.
  • Screen Monitoring
    Supervisors and managers can view the screen of the agent to identify opportunities to improve the agent’s performance.
  • Remote Monitoring
    Monitor calls and agent screens from anywhere with a secure internet connection.
  • Scoring
    Evaluate the performance of the agent, score and save notes for later review.
  • Coaching
    Supervisor can coach reps through an interaction with a customer without having to take over the call.
  • Barge-In
    In the event that an agent requires assistance, supervisors can barge in to speak directly with the customer.
  • Scripting
    Help the agent navigate the interaction with the customer with clear step-by-step conversation scripting.
  • Shadowing
    Agent can be armed with monitoring capabilities to shadow more seasoned agents to accelerate their learning.

STILL HAVE QUESTIONS

JUST THE FAQS
  • analyzing call center data
    analyzing call center data
    Can I select which types of calls I want recorded?

    Yes, you can choose to record all calls from specific campaigns or for specific reps.

  • analyzing call center data
    analyzing call center data
    Can agents listen to their own call recordings?

    Yes, you can give agents permission to listen to their own call recordings. This is a setting that you can control for specific groups or individuals.

  • analyzing call center data
    analyzing call center data
    Can I export recordings for archival?

    Yes, ChaseData stores recordings for 90 days, or longer if required, and provides you the tools to export recordings for long-term archival.

analyzing call center data
analyzing call center data

“I LOVE how well I can monitor my reps. I can see a live feed of what’s on their screen if I need to, listen to calls and do all my coaching from my computer during the sales day.”

Brock S.
COO
Telecommunications.

  • Overall
  • Ease of Use
  • Customer Support