FAQ

Got a question about Cxceed? Below are some of the most commonly asked questions regarding the software, jargon terms used as well as other general inquiries. Can’t find what you’re looking for? Feel free to submit your questions using the contact form found at the bottom of the page, using the web chat or by giving us a call - We’ll be more than happy to help!

Cxceed Specific Questions

Cxceed doesn’t upload your call recordings, emails, chats, letters or video-calls; they are kept on your server locally. When using the API, everything is encrypted and we don't have access to any of your data.

If you are an admin, log in without entering your secret key. All sensitive information (such as telephone numbers and email addresses) will be replaced with hash data and this is all we would see if we were to access your account. We do not have knowledge of, or access to your secret key, so this can never be decrypted by us.


When using Cxceed, we recommend that you make sure that recording calls and any other type of communication is legal, and that you comply with any data protection laws in any country in which you operate. Our servers don’t have access to your call recordings, emails, chats, letters, video-calls, and confidential data. Telephone numbers, email addresses and file names are encrypted before they are transferred to us.

Once installed, your communications will appear on the Cxceed system and be ready for evaluation within a few minutes after the end of an interaction.

You can search for both individual and multiple interactions by applying different filters (such as time, date, email etc.). This can be applied to both your client and customer service representative.

It is also possible to combine multiple filters to narrow down your search further.

If you want to bring an interaction to a manager or other agent's attention, you simply assign the interaction to the particular manager/agent (this is possible only if they have security permissions to listen or read the interaction). There is also an option to leave a comment and explain why you are assigning it.

No, the interactions that are not answered or have no content should be marked as empty interactions and not evaluated.

If a Senior Evaluator has not evaluated the interaction, the user can still edit it.

You can edit the questions and scoring method for each evaluation sheet at any time.

Your communications are only stored on your server. Cxceed operates in the cloud and simply indexes your recordings whilst providing an interface between you and your communications.

Yes - Please feel free to call our customer service helpline on 0113 344 0181 (+44113 3440181 when dialling internationally) where we will always be happy to help.

Yes, you only need to be near a phone or mobile that can receive calls from your phone system. Aside from this, you can listen to calls from any internet-connected PC, Mac, Tablet or Phone, and Cxceed will work best on up-to-date versions of Firefox, Chrome, Safari, Edge or Internet Explorer.

If you opt for our paid membership, you get access to our API (Application Programming Interface) to integrate Cxceed with your PBX (Private Branch Exchange), CRM (Customer Relationship Management) and email server. Sample scripts are available and in most cases, the API will automate and streamline the whole quality assurance process.

Cxceed is a web-based quality assurance software solution which supports businesses to deliver an improved customer experience, reduce staff turnover and increase profits.

Cxceed was initially created to solve the problems we were having with the agents in our overseas call centre. Our staff turnover was ridiculous, and we were struggling to get our agents to say the things we wanted, in the way we wanted them to be said. It was then developed further to respond to our needs as we transformed our call center into a contact center, which covers multiple channels of service.

Cxceed's primary role is to improve the customer experience a company delivers through its phone calls, emails, webchats, etc. It is a tool for evaluation and self-assessment, training, ongoing coaching, helps control the quality of customer interactions employees have with customers, a call indexer, plus lots more. You can read about features in some more detail here.

We don't offer a trial period, but you can get the full version of Cxceed (minus API integration) for FREE. If you opt for the paid plan, we offer a 60-day money-back guarantee if you are unhappy. 

If at any time in the next 60 days you are not happy with the service provided or the result you are getting with Cxceed, then let us know, and we will refund 100% of any money you have paid to us.

Cxceed supports organizations of all sizes. Pricing will depend on the number of users you want to have access and information can be found here.

You can choose between the 15 or 30 minute demo, where we will try and answer any questions you may have. After the initial demonstration, if you require more detailed or specific information, further demos can be arranged. To book a demo, click here.

If you hover over your name on the navigation bar, there is the option to change the password. 

If you enter incorrect login credentials, the login screen prompts you to reset the password.

You can pay with most major credit or debit cards. You can see the available pricing plans here.

After you pay, you receive a confirmation email containing an invoice. If you require a proforma invoice, please just let us know.

We hope this won't happen, but if you do want to leave, contact us and we will be happy to help you.

To use Cxceed, you only need a modern web browser (Google Chrome, Mozilla Firefox, Edge, Opera, Safari, etc.) and an internet connection.

Cxceed is developed as a SaaS application and is run from a web browser. If you opt for the paid subscription, it requires an API to be installed on each PBX, CRM and email server to encrypt the call data before transferring the information to our servers. Please let us know the make and current version of your PBX, CRM and email servers so we can provide you with detailed support.

You can change the package you are using at any time. If you make the change before the billing period ends, you can start using its features immediately, but only start paying for it at the beginning of the next billing period.

Cxceed records the date of the call, the duration, the type (incoming, outgoing, internal), the name of the caller and the responsible call advisor. The API on your PBX encrypts all telephone numbers, filenames, and email addresses before transferring them to Cxceed.
Because of Cxceed's use of customer feedback forms, you can isolate instances of both high and low performances and mark them for later use by a simple click of a button. Then, you can use these call recordings for training purposes.
Because of Cxceed's use of customer feedback forms, you can isolate instances of both high and low performance and mark them for later use by a simple click of a button. Then, you can use these emails, chats and letters for training purposes
The person you nominate as administrator determines which users can listen to call recordings.
The administrator determines which users can read chat transcripts.
The administrator determines which users can read letter transcripts.
The administrator determines which users can view video chat recordings.
Each user can listen to their calls at any time and as many times as needed. If an evaluation is mandatory, the user will have to evaluate their call after the first playback.
Cxceed improves your employees' communication skills with the help of its innovative self-evaluations and evaluations method. Cxceed motivates staff to score themselves correctly, providing them with the information necessary to rectify any mistakes and improve.
Cxceed encourages employees to embrace feedback as constructive, rather than negative. Its unique approach includes staff in the evaluation process, allowing them to evaluate their own calls. This helps motivate them and alters the perception agents have about feedback.
Yes, but only after they themselves have evaluated it.

Yes, but only after they themselves have evaluated it.

Yes, but only after they themselves have evaluated it.
Yes, but only after they themselves have evaluated it.
Yes, but only after they have evaluated it. Staff have access to all the details and the separate scores of each evaluation that took place.
Cxceed allows comparison of each evaluation that took place on a single communication. Since the scorecard is customised specifically for your company, any differences between scores are due to differing opinions of the evaluators. A comparison between the scores can be made to find out why this difference appeared. It is recommended to hold calibration meetings between managers to discuss and resolve differences of opinion. Doing this should hopefully make evaluation scores closer going forward.
Call actions are codes passed from CRM or other software in the dial string and removed by the PBX before dialling. These codes are then used to group calls by call actions.

Cxceed generates several types of reports which help manage quality assurance in your business.
Those reports include the following content:
1. Call Actions Report - reports all the calls for any single call action set in your company.
2. Completed Evaluations - reports all evaluations the user has made on other calls.
3. Evaluation Discrepancies - reports discrepancies between scoring of a call between supervisors (or higher ranked) staff.
4. Compare My Evaluations With - compares your evaluations with other evaluators.
5. My Evaluated Calls - reports user's calls evaluated by the user and other staff members.
6. Cxceed Score - reports the total score of all calls per agent, per period and evaluator.
7. All Missed Calls and Missed Calls Summary - reports missed calls, when and who made them - making it easy to call back the dialler.

There is a formula for calculating the Cxceed score which is kept under wraps, but each organisation can change the alignment adjustment percentage to suit their business needs
Yes, but you will always get discrepancies and differences. Cxceed allows you to identify areas to improve for each agent. It also helps remove the defensive barriers staff put up to protect themselves from criticism. When staff react well to feedback and start changing their behaviour and habits, then they quickly improve and soon become as good as your best staff member improving the overall customer experience.
Yes. The administrator can create and modify the evaluation questionnaires to align with each company’s needs, adding and changing questions where needed.

General Questions

Spreadsheets are an organisational tool containing rows and columns which allow to organise, analyse and store gathered data in a tabular form. The most commonly used spreadsheet tool is Microsoft Excel.

Companies have a need to store the data they collect. Spreadsheets allow businesses to keep track of the changes that happen over time. Using mathematical and statistical formulas, spreadsheets can process the data and help businesses measure their performance, or plan future decisions.

A company needs to review the performance of its employees. Typically once or twice a year a manager assesses the performance of their employees and these assessments are called performance appraisals. Managers use them to point out where staff have done a great job and where they need improvement.

The idea of an appraisal is good, and if done well and promptly, they can have a beneficial effect. However, they're usually done too far apart to help inform staff how they are performing and the benefits of any advice is lost because it is offered weeks (or months) too late. This late delivery of feedback can demotivate staff by pointing out mistakes they've done too far in the past.

Call monitoring is a process where either live or previously recorded calls are listened to by a third party with or without the other parties knowledge.

For quality assurance (QA), call quality monitoring is a practice where a third party listens to a call to audit the quality of the call. Call monitoring can be done with both real-time and with recorded calls, with or without the other parties' knowledge.

There are many reasons for an organization to record their calls. The call recordings can protect the company, help staff improve their performance as well as help identify future steps for improvement.

Call recordings serve as proof of the staff's performance and protect from allegations. When faced with a difficult situation, such as a complaint or misunderstanding, the recorded call can be used to review the case without bias from the customer or agent.

It is also much easier to coach the new agents with selected phone call recordings rather than train them using only theory and verbal directions. can also reduce the stress of capturing all the conversation details by knowing that staff can always play back a call and hear the missed information.

By listening to recorded calls, the management of a call centre can focus on the client's needs and track information about their service usage.

 

The rules vary from country to country. It is important to ensure that you are legally entitled to record calls. We suggest you start by visiting
https://en.wikipedia.org/wiki/Telephone_recording_laws

Call evaluation also referred to as "call assessment", represents the act of evaluating any single call. It consists of listening to the call and answering questions on a call evaluation form. The results of all the evaluators' scores are then recorded on a call evaluation form.

Call scoring is assigning a score to call evaluation and is carried out to enable performance comparison and benchmarking. The score can then measure the staffs' performance against a uniform standard.

Call calibration is the process of comparing scores of a call from different evaluators. It is important for ensuring that managers, quality analysts, supervisors, trainers and staff evaluate and score the calls in a standardised way.

An abandoned call is the failed attempt of one person to reach another, resulting in a call ending before any conversation. The most often reason for it happening is during a long hold time which can be frustrating for the caller causing them to hang up while waiting in the queue.

The abandoned call rate in a call centre is a calculated percentage of the calls that have been disconnected before any conversation between a staff member, and a customer has occurred. Its calculation is done by dividing the total number of abandoned calls by the total number of calls in the organisation.

ASA is an acronym for Average Speed of Answer. In call centres, it refers to the amount of time (measured in seconds) that a caller waits before connected to a call agent. It is time the customer spends on hold after navigating the company’s menu to get to the selected department.

Also referred to as occupancy, utilisation is a metric which measures the staff’s schedule for handling the incoming calls. The utilisation (occupancy) shows the time an agent spends working, as compared to the time the agent is off the phone.

Occupancy rate in a call centre is a percentage which shows how much of the working time the call agents spend actually working. Each call centre has its own targets, but an occupancy rate of between 70% and 80% would not be unusual.

To calculate the occupancy rate in a call centre, divide the time staff spend handling calls, including after call work, by with the total amount of time they are ready and waiting for calls to arrive.

CSAT stands for Customer Satisfaction, and in a call centre is one of the key performance indicators for the quality of the service provided.

Service level is the percentage of the incoming calls that a call centre answers in a given period. The problem is there is no standard definition of what constitutes a missed call. Some call centres classify missed calls as missed opportunities; others will treat them as abandoned if the call hangs up within a specified time-frame.

ACD is an acronym for Automatic Call Distributor, and it is a tool which disperses the incoming calls to a specific group of staff members that have the skills needed to meet the customer’s needs.

Evaluation is the process of assessing a completed task, as objectively as possible. The purpose of evaluations is to identify specific call handling skills that need improving and enable strategic decisions for improving the service delivered in the future. An evaluation system facilitates this.

AHT stands short for Average (call) Handling Time and refers to the average amount of time it takes for the agents to deal with a call. It is a measurement of the efficiency of the service offered, and call centres strive to achieve the lowest AHT possible. To calculate AHT, the sum of the hold time, the talk time, time on follow up tasks or calls, and wrap up time is divided by the number of total calls.

One of the methods for reducing the average call handling time is to use the AHT formula and persuade your agents to be quicker on the phone. At Cxceed, we believe this is the wrong approach and that it will reduce CSAT levels. Instead of cutting the allowed handling time to reduce AHT, it is more efficient to focus on developing the agents’ call handling skills. Using this method, reduced AHT comes naturally.

Call centres have a list of criteria that an agent must meet to achieve a quality call. Among the other criteria, this includes how the agent answers the call, how they guide the caller towards a resolution of their problem and how the call is ended.

Quality assurance (QA) ensures that the contact centre delivers a quality of service that meets, or exceeds the organisation's objectives. It is provided by a quality analyst, quality assessor or quality assurance analyst.

Call calibration is making sure that call centre agents, supervisors, and managers evaluate the quality of the calls and customer service by the same criteria. The polite way of describing it is to make sure everybody is singing from the same hymn sheet.

Call barging is listening to live calls and interrupting the call to prompt the agent without the client hearing the interruption.

The role of the quality analyst in a call centre is to ensure the quality of the service provided by the call centre by analysing call agents’ performance and identifying what their mistakes are, and also where they excel.

The customer satisfaction levels or CSAT can be monitored by analysing the overall customer experience, including the customers’ feedback, complaints or any other comments. Cxceed utilises customer surveys to monitor customer satisfaction levels.
For customer retention to be monitored, there should be a measurement of relevant parameters. The retention rate can be measured monthly, quarterly or annually depending on your organisation’s needs. To calculate the number of customers remaining at the end of a certain period you need three parameters: ◦ number of customers at the start of a certain period (S) ◦ number of customers at the end of the specified period (E) ◦ number of new customers that were acquired in that period (N) The formula for calculating the percentage of customer retention rate is the following: [(E-N)/S]*100
To provide excellent customer service over the phone, the first thing your staff need to do is find out the reason for the call and then ask questions if further clarification is required. It is only after this that you can begin to solve the customers’ problems.
Employee performance is monitored by analysing the tasks they are performing, how much effort they will make and whether the results they achieve are aligned with the company’s strategy and norms. To monitor an employee's performance effectively, it is essential to have established employee performance expectations.
Good client service includes thorough product knowledge, a friendly and polite attitude, and effective listening skills. To provide excellent client service, you must first know what are the clients’ expectations of good service are and regularly follow up on their feedback, no matter if it is positive or negative.
Customers will be unhappy and dissatisfied if they are not understood, and their issues are not solved and they won’t be happy if they feel unappreciated and disrespected.
Customers will be happy if they are treated with respect, their needs and queries are listened to and understood, and their issues are solved quickly and effectively.
There a lot of employee KPIs (Key Performance Indicators), depending on each business. Some of them are average time spent on the phone, number of answered calls, number of missed calls, number of issues solved, CSAT scores, Net Promoter Scores (NPS), First Call Resolution (FCR), etc.
Customer experience can be improved by training your team to become problem solvers, and better at dealing with customer issues. To contribute to good customer experience, each agent is expected to be polite and speak at a normal speed, listen carefully and ask the right questions to understand the client and their reason for calling, writing or starting a chat, and be able to solve the clients’ issues.
The number one skill required is the ability to listen. Some other characteristics of a good customer representative are detailed product knowledge, empathy, attention to detail, the ability to adapt to different clients’ attitude and behaviour, calmness under pressure, good communication skills, etc.
The call centre manager is the person in charge of the call centre and call agents. Their responsibility is to make sure that the team works optimally to meet customer needs and solve their issues, and to meet the company’s objectives and goals.
That is a big question, in our opinion a good call centre manager makes sure that they employ the right people for the job and gives them appropriate training. They then continually identify what each agent needs to improve while providing constant coaching to rectify issues and improve call handling skills.
A call agent is an employee in a call centre that has the responsibility to answer calls and respond to customer demands.
A call centre supervisor is a person who, besides answering customer queries, is responsible for working with the management team and other call agents to establish leadership and to meet the set performance criteria. The supervisor is responsible for coaching call agents and developing and improving their call handling skills.