Customizable QA
We agree on criteria and sample size, and build scorecards for process adherence, soft skills and your requirements, using recordings, surveys and other data.
Improve quality and customer satisfaction
Quality assurance for customer service.
Call us877.225.1223
Whether you need to build a QA program or improve an existing one, Superior Contact brings experience built since 1998. We help you measure what matters and achieve continuous improvement in customer satisfaction.
- Custom scorecards
- Coaching and live monitoring
- AI-powered scoring
Our QA approach
Quality programs aligned with your goals.
Scored interactions that accurately represent your overall quality, and clear plans to improve it.
Coaching and live monitoring
Our QA team coaches agents one on one and gives live-monitoring feedback they can use immediately.
Analytics and calibration
Data-driven insights lead to action plans at the agent, campaign and program level, with calibration calls against your scoring standards.
Smarter QA with AI
AI scores metrics across all interactions, not just a sample.
Experience in QA design
Experience since 1998 building and improving quality programs.
Measure what matters
Scorecards reflect impacts on the customer experience and your internal goals.
AI QA capabilities
Score every interaction, not just a sample.
AI capabilities can score different metrics for all interactions, for example:
- Categorization by spoken keywordsGroup calls by what customers actually say.
- Silence time and soft skillsEmpathy, active listening and dead air measured on every call.
- Resolution, reasons and actionsWas the inquiry resolved, why did they call, and what was done.
- Transcripts and call summariesSearchable records for coaching and review.
More services
Combine services to fit your operation.
Wondering if we can support your program?
We’re creative, resourceful and up to the challenge. Tell us what you need to measure.
Evaluate Your CX Riskor call 877.225.1223