Quality Monitoring and Assurance

Verify and evaluate every customer conversation by blending automated and manual quality management

Ytica WFO Quality Assurance 

A unified view of agent quality

Understand agent performance from all angles with a 360-degree view of every conversation: Combine supervisor evaluation with customer satisfaction scores and agent self-assessment. Add context and detail with automated analysis of key phrases, talk patterns, cross talk and more.
Ytica WFO Quality Assurance

Actionable evaluations and assessments

Make every evaluation an opportunity for improvement by providing immediate support and feedback. Assess skills, knowledge and compliance with predefined questionnaires that match your contact center or team objectives.
Ytica WFO Quality Assurance

Scorecards and leaderboards that reflect your priorities

Enable your QA team to measure the metrics they need through customizable scorecards. Share results across the team to remove bias and improve transparency, and leverage performance leaderboards to identify high-performers or those in need of coaching.
Ytica WFO Quality Assurance

Automate quality control

Shift from monitoring just a handful of calls to measuring the quality of every single one. Automatically verify 100% of conversations for compliance statements, required scripts, proper language, objection handling and upselling skills while freeing up time for higher value tasks such as agent coaching and development.
Ytica WFO Quality Assurance