Quality Evaluations for Telephone, Email and Chat
HyperQuality evaluates and audits telephone, email and chat communications and reports the scores and detailed feedback to managers, supervisors and individual agents via an easy-to-use online reporting system. We can even apply special expertise to outsourced contact centers, to evaluate voice, accent and cultural skills. High-level evaluation reports enable managers to compare services across a center or multiple centers. Detailed reports allow supervisors to view scores, attribute by attribute, at the agent level. Individual agents can also view their own results, listen to scored calls, and review feedback to help them improve their performance.

More frequent call monitoring = improved customer service.
HyperQuality has proven it time and again — when agents are evaluated more frequently by an objective, third-party team, with comprehensive daily feedback and coaching suggestions, call centers experience improved quality scores and customers report higher levels of satisfaction. HyperQuality’s evaluations are an investment that pays off!