Monitoring & Coaching

Real-time call centre monitoring and coaching functionality built into your contact centre 

Optimise Call Centre Monitoring

SCAPE's contact centre platform provides real-time monitoring and coaching capabilities.  

Listening to live contact centre agent calls enables call centre managers to conduct the quality monitoring process and evaluate agent performance. 

SCAPE's quality monitoring software provides supervisors with the ability to either silently monitor the phone call or join the call and continue the conversation with the customer.

Live Call Centre Wallboards & Reports

Monitor the performance of your call centre team and easily identify areas for improvement. 

Wallboards present real-time contact centre activity, enabling managers to gain valuable insights into key performance indicators such as customer satisfaction.  

SCAPE's extensive reporting module provides call centre managers with a variety of reports to measure contact centre performance, monitor customer service quality and track sales targets.  

Providing your call centre agents with real-time metrics and feedback increases employee engagement, empowers them to work together and self-manage as a team  

Features to improve agent performance and enhance customer satisfaction

Call quality monitoring software

The SCAPE contact centre platform provides you with call centre quality monitoring tools to enable your agents to exceed customer expectations.

Quality Assurance module

SCAPE’s in-built Quality Assurance module allows you to conduct effective call quality monitoring, evaluate agent performance and uncover coaching opportunities.

Call Recordings

All calls can be recorded across all inbound and outbound campaigns in SCAPE. Call recordings can be used to perform call monitoring and rate the agent's service delivery.

Net Promoter Score (NPS) Survey

Integrate NPS post-call surveys to collect valuable feedback and gain actionable insight across the customer experience. Managers can analyse results to surface ways to improve customer satisfaction.

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