Turn good support agents into exceptional customer champions.
Motivate and coach your customer care team with objective QA scorecards, real-time productivity leaderboards, and granular First Contact Resolution metrics.
Individual Agent Scorecards
Evaluate agent quality across conversations with customizable rubric scorecards: Greeting, Problem Resolution, Tone, Compliance, and Wrap-Up.
AHT & Occupancy Benchmarks
Track Average Handle Time (AHT), chat concurrency, and agent occupancy rates to balance workloads and identify coaching opportunities.
Team Leaderboards & Gamification
Motivate agents with real-time leaderboards showcasing top CSAT ratings, highest resolution counts, and fastest response speeds.
First Contact Resolution (FCR)
Measure how effectively each agent resolves customer issues on the very first touchpoint without requiring follow-up escalations.
Supervisor QA Coaching Feedback
Leave timestamped coaching feedback on specific audio recording segments or chat messages visible privately to the agent.
Skill Matrix & Training Needs
Identify skill gaps across product knowledge, technical troubleshooting, and language fluency with automated QA heatmaps.
Objective Scorecards That Drive Measurable Growth
Supervisors can review randomly sampled conversations across WhatsApp, phone calls, and email, scoring agent performance against company quality benchmarks in minutes.
- Customizable QA rubrics with weighted percentage scoring
- Inline timestamped coaching notes attached to call recordings
- Transparent agent dashboards showing personal progress over time
- Leaderboards that celebrate quality and customer empathy, not just speed
Resolved Conversations
WhatsApp & Voice
Average CSAT Rating
194 reviews submitted
First Contact Resolution (FCR)
Single-touch resolutions
Ready to transform every customer conversation?
Join businesses delivering faster support, better customer experiences, and more sales with Skyfalke Connect.