Standardize Agent Quality With Built-In Call Center Quality Assurance Software
Get Complete QA Tools Without Buying Separate Software
Stop managing QA through spreadsheets, manual call reviews, and disconnected tools. CallShaper's call center quality assurance software is built directly into the platform, so you can score calls, coach agents, and track performance from the same system your team already uses. No separate purchase. No extra integration. Just consistent quality from day one.
Most call center platforms require a third-party QA tool. That means another contract, another login, and another round of training for your supervisors. CallShaper includes QA Scorecards, Call Recording, live monitoring, and performance reporting inside every license at no additional cost. One platform. One team. One source of truth for agent quality.
Key Features
Listen to active calls without interrupting the agent or the customer. Supervisors get real-time visibility into how agents handle live conversations.
Speak directly to the agent during a live call while the customer hears nothing. Whisper Coaching lets supervisors guide agents through difficult conversations in real time.
Join a live call and speak to both the agent and the customer when a situation requires immediate intervention. Barge-In gives supervisors direct control when it matters most
Record and store calls to satisfy regulatory requirements. Compliance recording supports PCI, HIPAA, and TCPA obligations while maintaining full QA functionality.
Track individual agent performance across QA scores, call volume, and disposition trends. Agent-Level Tracking highlights exactly where each team member needs support.
Apply QA criteria at the campaign level so every program runs under consistent quality standards. Campaign-level QA ensures scoring aligns with program-specific goals.
Deliver structured call flows that adapt based on customer responses. Dynamic Scripting keeps agents on message and reduces errors during complex conversations.
See agent status, call volume, and queue performance as it happens. Real-time dashboards give managers instant visibility into daily operations without running manual reports.
Capture Every Conversation with Automatic Call Recording
Record 100% of calls automatically. Supervisors can review interactions on demand, verify compliance, and use recordings for targeted coaching sessions.
Built-In QA Capabilities That Cover Every Interaction
CallShaper gives supervisors and managers a full set of quality assurance tools, from live call monitoring to automated scoring and compliance recording. Here is what you get inside the platform.
Create custom scorecards that match your quality standards. Evaluate agent performance on every call with consistent, repeatable criteria your entire team can follow.
What Real Customers Are Saying
Launch Your QA Program with Dedicated Professional Services
CallShaper provides a dedicated account manager for every client. Professional Services help you build scorecards, configure monitoring, and get your QA program running in hours, not months.
Measure QA Results with Detailed Performance Reporting
Pull reports on agent scores, call outcomes, and quality trends over any time period. Performance Reporting turns raw data into clear metrics that drive coaching decisions.
Run a Stronger QA Program Without Adding Software
See how built-in quality assurance works inside CallShaper's platform. No separate QA software to buy. It’s built into every CallShaper license.
Call Recording Software FAQs
Does CallShaper include QA tools, or do I need separate software??
CallShaper includes QA Scorecards, Call Recording, live monitoring, Whisper Coaching, Barge-In, Call Grading, and Performance Reporting inside every license. You do not need to purchase, integrate, or train your team on separate call center quality assurance software. Every QA capability is available from the same platform your agents and supervisors already use.
Can supervisors listen to live calls without interrupting?
Yes. Supervisors can monitor any active call in real time without the agent or customer hearing them. If the situation requires coaching, supervisors can switch to Whisper Coaching to speak only to the agent, or use Barge-In to join the conversation directly.
How are QA scores tracked over time?
CallShaper stores QA Scorecard results and Call Grading data for every evaluated interaction. Supervisors can run Performance Reporting by agent, team, campaign, or date range to identify trends, coaching opportunities, and quality improvements over time.
How quickly can a new QA program be up and running?
Most clients have their QA program running within hours. CallShaper’s dedicated account manager helps you build scorecards, configure call monitoring, and set up grading criteria. There is no lengthy implementation or IT dependency required. Teams typically reach full productivity within four hours.
What is call center quality assurance software?
Call center quality assurance software helps organizations evaluate, score, and improve agent performance across phone interactions. It typically includes call recording, live monitoring, scorecard evaluation, and performance reporting. CallShaper includes all of these capabilities inside its call center platform, so operations teams can manage quality without purchasing additional tools.
CallShaper works with outbound call center software programs, answering service software operations, and connects with third-party systems through integrations.
