Call Center Quality Monitoring


Reduce call-backs, improve customer satisfaction scores, and save time and money by leveraging our industry-leading call center quality monitoring services.

A superlative customer experience is essential to the success of any organization. We all know what defines a high-quality call - polite, professional, & understanding customer service representatives conversing with customers and providing an acceptable, timely resolution to their problems. It all looks good theoretically. But how can you ensure the quality, efficiency, and effectiveness of your call center operations with respect to your customer's expectations in real-time?

The answer is to leverage call center quality monitoring services. This monitoring is the most effective way to improve your customer service by keenly observing your agents’ calls and evaluating them across pre-defined KPIs while keeping your customers’ requirements in mind.

Our Call Center Quality Monitoring Solutions

Our call quality monitoring support services include, but are not limited to -

  1. Call Center Quality Management

    Call Center Quality Management

    Our call center quality management programs help to elevate service levels by improving customer satisfaction scores and reducing callbacks.

  2. Performance Monitoring

    Performance Monitoring

    We perform comprehensive call center agent performance monitoring so that every customer interaction is of the highest quality and that your agents perform to their maximum potential.

  3. Call Center Quality Monitoring Scorecard Verifications

    Call Center Quality Monitoring Scorecard Verifications

    Our experts provide proven scorecard templates or improve your existing scorecards to help you track regulatory compliance and adherence to company policies and procedures.

  4. Call Center Email Quality Monitoring

    Call Center Email Quality Monitoring

    Responding to emails is often a large part of a call center’s operations. We will monitor the quality of the email responses and ensure that your agents are operating optimally.

  5. Call Center Quality Monitoring Program

    Call Center Quality Monitoring Program

    We provide comprehensive call center monitoring programs wherein we track and manage every customer interaction to ensure that your agents and infrastructure are performing optimally.

  6. Outbound Call Monitoring

    Outbound Call Monitoring

    Outbound call monitoring is essential if you want to provide the best experience to your customers. We will monitor your outbound calls and provide detailed feedback to elevate the service delivery.

  7. Inbound Call Monitoring

    Inbound Call Monitoring

    We have worked with numerous global clients over 19 years and provided them with industry-leading inbound call monitoring, helping them ensure that every customer interaction is acceptable and relevant.

  8. Service And Process Audits

    Service And Process Audits

    We have significant experience and expertise in performing service and process audits. Our experts will ensure that your service delivery and workflows are streamlined and as robust as they can be.

  9. End-To-End Call Quality Monitoring

    End-To-End Call Quality Monitoring

    Our end-to-end call quality monitoring is based on over 19 years of experience in helping our clients elevate the customer experience they provide. We unleash a full bouquet of metrics that we track so that we can uncover actionable insights to drive improved quality levels.

Our Call Quality Monitoring Process

We follow a systematic and streamlined process for the provision of our call center quality monitoring services. Our process includes the following key steps.


Understand and document customer objectives and KPIs


Establish metrics and weightage for each metric


Listen to and score calls


Identify gaps and training needs


Agent and/or team-specific feedback


Implement training (by customer


Score calls and provide feedback on effectiveness

Call Center Software we use

HubSpot Bitrix24 Talkdesk Five9 Zendesk Dixa salesforce LiveAgent Avaya

We are proficient in all the leading call center software, including but not limited to -

Our Call Center Portfolio

Have a look at the call center services portfolio provided by the experienced team at Flatworld Solutions.

View all Samples
Our Call Center Portfolio

Why Are We the Preferred Call Center Quality Monitoring Company?

There are numerous reasons to choose our outsourced call center quality monitoring services. These include -

  • Holistic Approach

    A holistic outlook towards improving agent call quality by integrating performance management tools, ongoing call quality calibration process, & creating individual scorecards for agent experience, customer experience, operational efficiency, and outbound dialer.

  • Cutting-edge Software

    Use of proprietary call quality monitoring software which is delivered through SAAS and features a web GUI to help incorporate the latest features promptly. We also ensure there is zero downtime between updates, and we work with multiple hardware easily without any tweaks.

  • Consistency

    Singular consistency in evaluations across national and international teams as we deploy the same mechanics everywhere while scaling up the evaluation criteria in a streamlined manner.

  • Transparency

    Feedback and operational transparency are maintained throughout to ensure complete client satisfaction. We provide full access to the call records which are stored on third-party servers in a secure location with multiple redundancies.

  • SPOC

    We assign a dedicated project manager who will be a single point of contact for all your needs and will keep you always updated about the project status.

  • Worldwide Presence and Capability

    4000+ staff, servicing over 10k customers across 104 countries from offices across the US, Europe, India, Philippines, and South America leveraging the best workforce, pricing options, and rapid scalability.

  • Multilingual Workforce

    Team of native multilingual call center agents with fluency in popular global languages - Spanish, German, Portuguese, French, Mandarin & Cantonese, Arabic, etc., who can handle clients from different parts of the world and cultures.

  • Highly Experienced

    20 years of domain experience with ISO, ISMS, SOC2, and HIPAA accreditation.

  • Robust Systems and Processes

    Well-defined systems & reporting ensure transparency, early detection, and consistency in the quality of deliverables while ensuring cost efficiency.

  • Superb Infrastructure

    State-of-the-art Infrastructure equipped to handle mission-critical processes with redundancy.

  • Cutting-edge Technology

    Leveraging technology (Inbound as well as Outbound) including RPA, ML, and AI to increase efficiency and productivity.

Additional Services You Can Benefit From

Call Center Monitoring Services

We have the expertise to provide world-class monitoring of your call center. We will provide you with actionable insights to elevate your customer service delivery.

Monitoring Services

We provide robust CCTV monitoring services that ensure you have enhanced security of your properties and peace of mind.


Our call auditing services are ideal for those looking to provide the best call-answering services. We will audit your calls across critical KPIs, helping you obtain actionable insights to fuel higher-quality service delivery.

Quality Analytics Services

We have significant experience and expertise in working with and analyzing large call-quality datasets to uncover opportunities for improvement.

Client Success Stories

FWS Provided Call Quality Monitoring to a Financial Services Firm

We Provided Call Quality Monitoring Services to a Financial Services Firm

A leading UK-based financial services company was looking for a reliable call quality monitoring service providing company. Our team delivered the best quality services.

Read more
Case Study on Call Quality Monitoring Support for AI Platform Provider

We Provided Call Quality Monitoring Services to an AI Platform Provider

A leading AI platform provider was looking for a reliable and cost-effective service provider who could help them with call quality monitoring. Our team provided them with cost-effective services.

Read more


We have a large volume of players who use our games daily. For this reason, we needed a solution that would help us monitor the live streams from each table game in real-time. Flatworld Solutions have been able to manage our requirements promptly able to scale up or down when required with little time before notice.

Chief Operations Officer,
Live Casino online gaming products, Europe
More Testimonials »

Outsource Call Center Quality Monitoring to Us

Our call center call monitoring services can be leveraged to overhaul your entire call center operations and figure out which areas of your business are functioning optimally, and which areas need to be improved.

Our systemic and standardized contact center quality monitoring process ensures that:

  • Your call center team is always working at its peak performance
  • There is an increase in the effectiveness of your agents, as well as the customer satisfaction ratio, thereby improving your business ROI.

To know more about our call center quality monitoring systems, get in touch with us now.

Contact Us


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Flatworld Solutions

116 Village Blvd, Suite 200, Princeton, NJ 08540


Aeon Towers, J.P. Laurel Avenue, Bajada, Davao 8000

KSS Building, Buhangin Road Cor Olive Street, Davao City 8000

Our Customers

  • Movement Mortgage
  • Alcon
  • ARI
  • Maximus
  • Redwood E-Learning Systems

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