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Quality Assurance, Monitoring and Compliance for Recorded Voice and Data

Discover the unicorns in your business and model what works to ensure continued success. 

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Achieve High Satisfaction and Service Level Excellence 

Excella Quality Assurance (QA) works in conjunction with the OnviSource PRO™ call recording solution to evaluate calls and track Key Performance Indicators (KPI's) for measuring success of individuals and programs.

  • Significantly simplify evaluation processes

  • Train to build a more profitable workforce

  • Target agent strengths and weaknesses

  • Authorized users can monitor calls in progress from any location to perform quality monitoring, quality assurance, training, or evaluations

  • Users can monitor a specific channel or seek channels for live voice and screen activity from the desktop


Quality Assurance Evaluation & Performance Scoring

Create unlimited custom evaluation templates to easily review and score employee performance and confirm compliance criteria.

  • Assess employees' phone skills and knowledge

  • Identify performance strengths and weaknesses

  • Rules-based call selection automatically captures an unbiased, random sample of recordings

  • Schedule evaluation queues daily, weekly or monthly

  • Email evaluation results with or without the corresponding recording file

  • Quality Assurance and monitoring can be automated using Speech Analytics

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Automated QA for Unbiased Scoring

Excella automatically tallies a score based on the user's target score for pass/fail criteria. Scoring values are customizable and can vary for each template.

OnviCord PRO call recording uses rules-based call selection to capture an unbiased, random sample of calls per agent. These selections are batched in the form of a search results page for scheduled evaluation by supervisors on a daily, weekly or monthly basis.

Request a Demo or Pricing

Contact us to request a demo, a consultation or information and pricing about our solutions.

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Call (800) 311-3025

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