Quality Assurance

Review. Coach. Improve

"Call recordings for off site transfers and the ease of use has improved QA efficiency by about 30%"

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“ It was so easy to use what I never expected from a mobile app.”

S.W. from Novotech LTD

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Review. Coach. Improve.

Driving call quality through the business is important whether you are improving sales performance, customer services or compliance.  MaxContact provides all the tools necessary to help you spot issues, provide feedback and monitor improvements moving forward.

Listen in live to users from anywhere in the world, monitor users so you can hear both sides of the conversation but the user can’t hear you. Or coach, the user can hear you but the client can’t.

Not just Call Recordings

MaxContact records all calls, including transfers to other users and third party off site transfers, commonly referred to as “Hot Key Transfers”. But with so many recordings it can be hard to find what you are looking for. Our Recording playback tool allows for quick identification of transferred calls, exceptions and much more… Saving time and effort for your teams so they can concentrate on feedback not searching.”

Advanced Searching

With lots of calls come lots of recordings, you don’t want to be spending your time looking for recordings.  With our advanced search features you will quickly be able to find what you are looking for

Dispute Resolution

Quickly find all call recordings to a client across all numbers or CRM reference numbers to quickly help resolve disputes and complaints from clients.

Coaching And Monitoring

Live listen in silently or whisper coach agents through current calls

Agent Feedback

Grade call recordings and make notes that are accessible to agents, giving you and your call centre a 360 feedback system, helping to continually improve quality throughout the business.

Safe And Secure

All call recordings are stored in the Microsoft Azure Cloud and backed up to a second location daily. This gives you peace of mind that they are available when required and stored in an enterprise grade secure facility.