Calabrio Quality Management

Calabrio Quality Management is a cloud-based contact centre quality management solution designed to monitor, evaluate and improve the effectiveness of customer interactions across voice and digital channels. It combines interaction recording, automated and manual evaluations, analytics and agent feedback tools to give organisations visibility into performance, compliance and customer experience across every interaction.

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Why Choose Britannic For Calabrio Quality Management

Britannic’s partnership with Calabrio is built on shared values around insight, performance and real-world impact. We don’t treat Quality Management as a tick-box or compliance exercise - we treat it as a core driver of customer experience and agent development. By combining Calabrio’s industry-leading QM capabilities with Britannic’s deep, hands-on contact centre experience and platform integration expertise, we ensure quality insight is trusted, actionable and embedded into daily operations. Together, we go beyond implementation to help organisations build quality frameworks that scale, evolve and deliver measurable improvement long after go-live.

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Features of Calarbio Quality Management

Interaction Recording Across Voice And Digital Channels

Calabrio Quality Management captures customer interactions across voice and digital channels, creating a complete and reliable record of conversations. This provides the foundation for quality evaluation, compliance and coaching.

Automated And Manual Quality Evaluations

Evaluations can be completed manually or supported by automated scoring using AI-driven insights. This allows quality teams to focus effort where it matters most while maintaining consistency.

Predictive Quality Scoring

AI-powered predictive scoring identifies interactions most likely to require review. This reduces manual effort and helps prioritise coaching opportunities with the greatest impact.

Configurable Evaluation Forms And Scorecards

Customisable forms and scoring models allow organisations to align quality frameworks to their own standards, policies and regulatory requirements. This ensures evaluations reflect real operational expectations.

Agent Coaching And Feedback Workflows

Built-in coaching tools enable structured feedback and development conversations. Agents receive clear, actionable guidance supported by real interaction evidence.

Speech And Interaction Analytics

Speech-to-text and analytics surface trends, keywords, sentiment and risk indicators across interactions. This provides deeper insight into customer experience and agent behaviour.

Compliance Monitoring And Audit Support

Recording, evaluation and audit trails support compliance requirements in regulated environments. This helps reduce risk and maintain governance.

Real-Time And Historical Visibility

Supervisors and quality teams can access both live and historical interaction data. This supports immediate intervention as well as long-term performance improvement.

Agent Self-Visibility And Engagement

Agents can view their own evaluations, scores and feedback through dashboards. This encourages ownership of performance and continuous improvement.

Cloud-Native And Secure Architecture

Calabrio Quality Management is built for the cloud, supporting secure access, scalability and hybrid or remote teams. Enterprise-grade security ensures data is protected at all times.

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Business Benefits of Calabrio Quality Management

  • Calabrio Quality Management improves customer experience by identifying what good looks like across every interaction and reinforcing it consistently through structured evaluations and coaching.
  • Agent performance improves as feedback is based on real interactions, consistent scoring and targeted coaching, eliminating bias and subjectivity across teams and ensuring fair, reliable quality assessment.
  • Quality teams become more efficient by using predictive scoring and analytics to focus on the interactions that matter most, reducing manual effort and review time.
  • Compliance and risk are better controlled through consistent interaction recording, audit trails and evidence-based evaluations, particularly in regulated environments.
  • Coaching becomes more impactful as managers can prioritise development based on behaviour, sentiment and performance trends rather than isolated calls.
  • Greater visibility into customer sentiment and interaction trends enables organisations to address root causes of complaints and repeat contacts.
  • Agent engagement and accountability increase when individuals can see their own scores, feedback and progress over time.
  • Leadership gains clearer insight into quality performance across teams, channels and time periods, supporting data-driven decision-making.
  • Quality frameworks become scalable and repeatable as the platform supports consistent standards across large, distributed and hybrid contact centre environments.
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Get in Touch With Us About Calabrio Quality Management

Contact Britannic to find out how Calabrio Quality Management can help you improve customer satisfaction and agent performance with intelligent monitoring, analytics, and coaching tools tailored to your business needs.

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