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Call centre software: scripts, QA scoring & reporting

Call centres: better scripts, fairer QA. Consistent calls, less spreadsheet.

Scripts live in Word documents nobody can follow mid-call. QA gets scored in a spreadsheet that every team leader fills in differently and the client report gets stitched together by hand every Monday. We build script, QA, coaching and reporting tools for call centres that sit alongside your phone platform. Then we host them and look after them.

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Looking for call centre script and QA software that fits how your floor actually runs?

A contact centre is a dozen campaigns, a floor full of agents and a client on every one of those campaigns wanting a report. The phone platform handles the calls. The scripts sit in Word, the QA form is a spreadsheet with forty tabs and coaching notes live in team leaders' notebooks. When a client changes the offer on Tuesday, somebody has to update the script, brief the floor and hope everyone reads it.

Wollopit builds custom call centre software around your campaigns and your floor. Scripts branch on what the caller says and won't let an agent skip the compliance bits. QA scorecards score every call the same way no matter who's listening. Coaching is tracked per agent and client reports build themselves from your phone and CRM data. We connect to Genesys, Amazon Connect, Five9 or whatever you run, then host and look after the lot.

01The problems

What we hear from call centres

Does your call centre have these problems? Here's how we'd fix them.

Most call centres we talk to have a solid phone platform. Everything around it is held together with documents, spreadsheets and team leaders working through lunch.

  • The problemScripts in Word documentsAgents scroll a ten-page doc mid-call, lose their place and start improvising.
    How we fix itDynamic scripts that branch on the caller's answers and show only the next thing to say.
  • The problemAgents skip the compliance bitsThe privacy statement, the consent wording and the recording notice get rushed or missed.
    How we fix itMandatory steps in the script that must be read and ticked before the agent can move on.
  • The problemQA scored in spreadsheetsEvery team leader has their own version of the form and scores the same call differently.
    How we fix itOne QA scorecard per campaign with weighted criteria, auto-fail items and comments per section.
  • The problemCalibration never happensTeam leaders disagree on scores and agents work out which one marks harder.
    How we fix itCalibration sessions where everyone scores the same call and the variance shows up straight away.
  • The problemCoaching notes get lostFeedback lives in notebooks, emails and Teams chats. Nobody can see what an agent was told last month.
    How we fix itCoaching records per agent linked to the calls and scores behind them, with follow-ups that remind the team leader.
  • The problemClient reports by handMonday morning goes on exporting from the phone system, the CRM and the QA sheet then pasting it all into a deck.
    How we fix itClient dashboards and scheduled reports that pull from your platforms on their own.
  • The problemEvery client wants a different scriptNew campaigns mean copying an old script, editing it and hoping the old offer doesn't sneak through.
    How we fix itCampaign script templates per client with version history and sign-off before go-live.
  • The problemScript changes don't reach the floorThe client changes pricing at 10am and half the floor is still quoting yesterday's offer at 3pm.
    How we fix itPublish a change once and every agent sees it on their next call, with a read-and-acknowledge briefing.
  • The problemCall outcomes are all over the placeDispositions get picked at random so the reports are wrong before anyone reads them.
    How we fix itOutcome capture built into the end of the script so every call is wrapped up the same way.
  • The problemNew starters take foreverInduction is a binder, a buddy and a few weeks of nervous calls.
    How we fix itTraining mode scripts, practice scorecards and a ramp-up view showing when each new starter is ready.
  • The problemEscalations go missingA caller asks for a supervisor, the note goes in the CRM and nobody follows it up.
    How we fix itAn escalations log with owners, due times and the call attached so nothing falls through.
02What we build

Solutions

What we build for call centres. Usually all talking to each other.

Pick the one that's hurting most or join the whole lot up. Everything is built around how your team works, not the other way round.

01

Dynamic call scripts

Branching scripts that follow the caller's answers, with objection handling and rebuttals one click away.

02

Compliance steps

Required disclosures, consent capture and recording notices that can't be skipped, logged per call.

03

Campaign script library

Scripts per client and campaign with templates, version history and client sign-off.

04

QA scorecards

Weighted criteria, auto-fail items and comments per section, scored the same way every time.

05

Calibration sessions

Team leaders score the same call blind, then see exactly where they differ.

06

Coaching records

Coaching notes per agent linked to calls and scores, with goals and follow-up reminders.

07

Agent performance view

Each agent sees their own QA scores, trends and coaching goals without having to ask.

08

Client dashboards

Calls, outcomes, QA averages and campaign results for each client in their own login.

09

Scheduled client reports

Weekly and monthly reports that build and send themselves in the client's format.

10

Floor briefings

Script and offer changes pushed to agents with read-and-acknowledge tracking.

11

Escalations & complaints log

Supervisor requests and complaints with owners, due times and the call attached.

12

Training & onboarding

Practice scripts, induction checklists and a ramp-up tracker for new starters.

13

Outcome & disposition capture

Consistent call wrap-ups built into the script that feed straight into reporting.

03The systems

The big ones

Your whole floor, on one system.

These are the systems call centres ask us about most. Each one works on its own and they get properly clever when they're joined up.

Call scripts

Scripts that follow the caller, not the other way round.

Agents see one step at a time and the script branches on each answer, so nobody's scrolling a document mid-call. Objections, rebuttals and product details sit one click away and every answer is captured for the CRM.

  • Branching on caller answers
  • Objection handling one click away
  • Caller details pulled from the CRM
  • Answers written back to the CRM
  • Mandatory compliance steps
  • Offer and pricing blocks updated centrally
  • Campaign templates per client
  • Version history and sign-off
  • Opens inside your agent screen
  • Call outcome captured at the end

Compliance

The bits you have to say, said every time.

Required disclosures sit in the script as steps that must be read and confirmed before the agent can move on. Each call keeps a record of what was read and when, so you have the proof when a client or regulator asks.

  • Mandatory script steps
  • Consent captured word for word
  • Recording notices and privacy statements
  • Do Not Call Register flags on the record
  • Permitted calling hours by time zone
  • Pause recording prompts for card details
  • Compliance log per call
  • Exceptions flagged to QA
  • Audit-ready exports

QA scoring

Fair QA that every team leader scores the same way.

One scorecard per campaign with weighted sections, auto-fail items and comments, linked to the actual recording. Calibration sessions show where team leaders disagree. Agents finally trust the number.

  • Weighted criteria per campaign
  • Auto-fail items for compliance
  • Linked to the call recording
  • Random or targeted call sampling
  • Calibration sessions and variance
  • Agent disputes and responses
  • Scores by agent, team and client
  • Trends over weeks and months
  • Low scores trigger coaching

Coaching

Coaching that's written down and followed up.

Every coaching session is logged against the agent with the calls and scores that prompted it. Goals and follow-ups remind the team leader and agents can see their own progress without waiting for a one-on-one.

  • Coaching notes per agent
  • Linked calls and scorecards
  • Goals with due dates
  • Follow-up reminders
  • Agent acknowledgement
  • Agent self-view of scores
  • New starter ramp-up tracker
  • Team leader workload view

Client reporting

Client reports that build themselves.

Calls, outcomes, QA averages and campaign results pulled from your phone platform, CRM and QA in one place. Each client gets their own dashboard login. The weekly report lands in their inbox without anyone touching Excel.

  • Live dashboards per client
  • Client logins showing only their data
  • Scheduled weekly and monthly reports
  • Calls, handle time and outcomes
  • QA averages and compliance rates
  • Sales and conversion by campaign
  • Agent and team leaderboards
  • Exports to Excel or PDF
  • Billable hours per campaign
04How it changes

Before and after

A new campaign, wolloped.

Here's how launching a new client campaign could change. Every contact centre is different, so we map yours first.

Before

  1. Client emails a Word script on Friday arvo
  2. Someone copies last campaign's doc and edits it
  3. QA form rebuilt in a new spreadsheet tab
  4. Floor briefed in a huddle that half of them missed
  5. Agents improvise when the doc doesn't cover it
  6. Week one report pasted together by hand

After

  1. Start from the client's campaign template
  2. Branching script and compliance steps signed off online
  3. QA scorecard set up alongside the script
  4. Every agent acknowledges the briefing on screen
  5. Calls follow the script and capture outcomes
  6. Client dashboard is live from the first call
05Services

Everything under one roof

Software, websites and systems for call centres.

Whether you're starting fresh or upgrading what you've got, it's one team from the first sketch to the support call.

Custom software for call centres

Built around how your call centre actually runs: dynamic call scripts, compliance steps and the admin in between, in one system you own.

Websites for call centres

Fast, hand-built websites that rank for the searches your customers make and turn visits into enquiries, bookings or orders.

Call centre system upgrades

Running on spreadsheets, old software or a platform you've outgrown? We move your data across and upgrade in stages so the business never stops.

Apps and portals for call centres

Campaign script library and qA scorecards: customer and staff portals that work on any phone without an app store.

Integrations and automation

We connect Genesys Cloud, Amazon Connect and NICE CXone so information moves on its own and nobody retypes it.

Hosting, support and care

Managed hosting, updates, backups and security for your call centre, looked after by the people who built it.

06Integrations

Connections

Plays nicely with what you already use.

We connect to your phone platform, CRM and workforce tools. Keep the ones that work and we build the missing pieces around them.

  • Genesys Cloud
  • Amazon Connect
  • NICE CXone
  • Five9
  • Talkdesk
  • Aircall
  • 3CX
  • Microsoft Teams
  • Salesforce
  • HubSpot
  • Zendesk
  • Freshdesk
  • Microsoft 365
  • Google Workspace
  • Power BI
  • Deputy
  • Xero
  • Twilio
  • Slack
  • Zapier
07How we work

The process

Some people dip their toe in. We turn up in a rebreather.

We get properly below the surface of your call centre: the systems, the busy days and the jobs everyone hates. Then we fix the bits that matter most first.

  1. 01

    Think

    We sit on the floor with agents and team leaders, listen to calls and work out where scripts, QA and reporting are costing you time.

  2. 02

    Archi-tech

    We plan it before writing code: your campaigns, scripts, scorecards, phone platform, CRM, client logins, hosting and cost.

  3. 03

    Build

    Real engineering shown to you early and often. Usually the most painful bit first, so you get a win before your next campaign launch.

  4. 04

    Look after

    We host it, maintain it and keep improving it. When something breaks you call the people who built it.

08Questions

FAQ

Things call centres ask us.

Something else on your mind? Ring 0423 011 252 and ask the people who'd build it.

Can scripts change based on caller answers?

Yes. Scripts branch based on what the caller says, so agents only see the next relevant step. Objection handling and product details are a click away.

Can it stop agents skipping compliance steps?

Yes. Required disclosures and consent wording can be made mandatory so the agent has to confirm them before moving on. Every call keeps a record of what was read.

Will it work with our phone platform?

Most likely. We connect to Genesys Cloud, Amazon Connect, NICE CXone, Five9 and other platforms with an API. Scripts can open with the caller's details and call data flows into QA and reporting.

Do we have to switch our phone system or CRM?

No. If your telephony and CRM are doing their job we build around them. If something is holding you back we'll show you what replacing it would involve before anything changes.

Can our clients log in and see their own results?

Yes. Each client gets a login that only shows their campaigns, with live dashboards and scheduled reports in their format.

Can QA scores link to the call recording?

Yes. Scorecards can link straight to the recording in your phone platform so the assessor and the agent are looking at the same call.

How much does a call centre system cost?

It depends on what you need, so we quote up front once we understand it. No surprise invoices, no lock-in and you own what we build.

How long does it take?

Smaller jobs like a QA scorecard tool or a set of dynamic scripts can be quick. Bigger systems are planned in stages so you get the first win early instead of waiting for everything at once.

Who looks after it once it's built?

We do. We host it on our own managed servers and keep it updated and secure. When you need something you ring the people who built it.

We already have systems. Can you upgrade them instead of starting again?

Usually, yes. Most call centres we work with keep what's working and upgrade the rest in stages. We move your data across, connect the old and new while we switch and retire the old system only when the new one is proven.

Contact

Got a call centre problem? Consider it wolloped.

Tell us what's slow, broken, manual or missing. You don't need a spec, just describe what's going on.

Call0423 011 252 Emailprojects@wollopit.com.au
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