Call Center Quality Monitoring – StrataQA™

The StrataDial®.VC2™ call center software platform offers an optional call center quality monitoring module called StrataQA™ “Quality Assurance”. StrataQA™ enables call center supervisors to silently monitor multiple agent desktop activities. The process is seamless and can’t be detected by agents.

Supervisors can use StrataQA™ for training, security and quality monitoring purposes. Call center supervisors are also able to listen to and/or record phone conversations with the standard digital voice recording agent monitoring utilities at the same time they are viewing the agent’s desktop activities. Supervisors can silently view as many agent desktops as is possible to be effective.

StrataQA™ call center quality monitoring software comes with a customizable scoring report card across 5 categories for agent evaluation. There are 54 default criteria available dealing with items like presentation, product knowledge, disclosure, handling objections etc. Agents can be rated from 1-5 or not rated within each of the criteria. The 54-default criteria can easily be changed by call center supervisors to better suit the unique needs of their call center business.

Comments, summaries and reports can also be generated with the StrataQA™ call center quality monitoring application.

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To be contacted by a sales representative, email us at:
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“We chose Stratasoft because they were the only provider to offer a comprehensive, self-contained call center solution at an affordable price and our post-sale expectations have been consistently exceeded with the outstanding service and support we've received.”
T. Cottam, Marketstar