Optimise performance across your contact centre
Delivering exceptional customer experiences starts with understanding how your team is performing. QContact’s performance tracking tools give you real-time insights into agents, teams, and departments, helping you measure success, improve service quality, and stay ahead of challenges.
With customisable reports and QA tools, you’ll have everything you need to monitor and enhance your contact centre operations.
Complete visibility at every level
Track key metrics like SLA adherence, agent performance, and response times across all departments. With detailed reports, you’ll gain a complete view of your contact centre’s performance.
Track performance across channels
Monitor the activity of all your communication channels, including phone, WhatsApp, live chat, and email. Identify trends and ensure every channel is delivering consistent, high-quality service.
Custom QA evaluations
Measure the quality of every interaction with flexible QA tools. From pass/fail assessments to percentage-based scoring, you can customise evaluations to meet your business needs.
Insights built for you
Create fully customisable reports tailored to your goals. Export data, schedule automated reports, and focus on the metrics that matter most to your business.
Stay on top of performance
QContact’s performance tracking tools give you real-time insights into every aspect of your contact centre. Monitor agents, teams, and queues to ensure operations run smoothly and SLAs are met.
Improve service quality with QA
Evaluate conversations with custom QA forms designed for your business. From quick pass/fail checks to detailed percentage-based scoring, QContact makes it easy to monitor and improve the quality of every interaction.
Optimise channel performance
Understand how each communication channel is performing. QContact helps you identify high-performing areas and bottlenecks, so you can make adjustments and maintain consistent service across channels.
Make data-driven decisions
Access actionable insights with QContact’s reporting tools. Track trends, measure agent productivity, and identify areas for improvement—all from one central platform.
