QUALICORE is a quality assurance (QA) scoring and coaching management platform built specifically for South African call centres and BPO operations. It enables QA evaluators to score agent calls in real time, automatically triggers coaching plans on failures, and provides full POPIA-compliant audit trails.

Is QUALICORE POPIA compliant?

Yes. QUALICORE is built with POPIA (Protection of Personal Information Act) compliance as a core requirement. Every evaluation, coaching session, and written warning is timestamped, attributed, and stored with a full audit trail for legal defensibility.

How does the free trial work?

QUALICORE offers a free 30-day trial with no credit card required. After requesting access, your dedicated environment is provisioned within 24 hours. You get access to all features during the trial period.

Does QUALICORE handle Rand (ZAR) billing?

Yes. QUALICORE is billed in South African Rand (ZAR) with 15% VAT included. We support card payments via Yoco — South Africa’s leading payments platform — and bank transfers (EFT). B-BBEE Level 1 certified.

What types of call centres use QUALICORE?

QUALICORE is used by inbound and outbound call centres, BPO operations, contact centres, and shared service teams across South Africa. It supports multi-client BPO environments with separate tenant isolation for each client company.

Does QUALICORE integrate with existing call centre systems?

QUALICORE is a standalone QA management platform. QA evaluators score calls by reference number or recording ID. It works alongside any telephony system — no direct integration is required to start scoring calls and managing quality.

What is the pricing for QUALICORE?

QUALICORE is priced per agent per month in South African Rand (ZAR). Plans start from R 199/agent/month. All plans include a 30-day free trial with no credit card required. Volume discounts and loyalty pricing are applied automatically.

How long does implementation take?

Most clients are fully operational within 24-48 hours. We provision your environment, you configure your scorecards, invite your team, and start scoring. No consultants, no lengthy training sessions, no hidden setup fees.

Can I cancel anytime?

Yes. No lock-in contracts. Cancel anytime from your admin dashboard. You will be billed for the current period, then access ends. We can export your data before closure.

Do you offer outsourcing QA services?

Yes. ECONX GROUP provides outsourced QA evaluators, collections and support teams, and BPO managed services — all running on QUALICORE. Request a quote on the outsourcing page or homepage.

Is QUALICORE available for call centres outside South Africa?

Yes. QUALICORE is used by BPOs and contact centres worldwide with multi-currency support, GDPR and POPIA-ready audit trails, and country-specific guidance on our global QA pages.

Do you offer volume discounts?

Yes. Volume discounts and loyalty pricing are applied automatically based on your agent count and subscription tenure. Enterprise clients (100+ agents) get custom pricing.

Metrics

FCR vs AHT: How to Balance Efficiency and Quality

QUALICORE Team, Analytics · 28 January 2026 · 6 min read · FCR · AHT · metrics · CSAT

Two of the most-watched contact centre metrics quietly fight each other. Average handle time (AHT) rewards short calls. First contact resolution (FCR) rewards complete ones. Push too hard on one and you damage the other.

Why chasing AHT alone backfires

When agents are pressured purely on handle time, they rush. They skip the diagnostic questions that resolve the issue, hand off prematurely, or close before confirming understanding. The call is short — and the customer calls back tomorrow. Now you have two calls instead of one, a frustrated customer, and lower CSAT. Low AHT bought nothing.

Why FCR is the better north star

FCR correlates strongly with satisfaction and with cost. A resolved-first-time contact means no repeat call, no escalation, no churned customer. Most operations get more value from lifting FCR than from shaving seconds off AHT.

Measure them together, not in isolation

The trick is to view AHT through the lens of quality. Your QA programme can tag each evaluation with its resolution outcome, so you can ask the questions that matter:

Are short calls resolving the issue, or just ending it?
Which agents hit low AHT and high FCR? What are they doing?
Where do suspiciously short, high-scoring calls appear? (A signal worth verifying.)

When AHT and FCR are analysed together, "efficient" stops meaning "fast" and starts meaning "resolved quickly" — which is what you actually want.

Coach the behaviours that do both

The agents who resolve fast and well share habits: sharp diagnosis, confident product knowledge, clear explanations, proactive next-step setting. These are coachable. Build them into your scorecard, coach the gaps, and prove the lift with coaching ROI.

The bottom line

Don’t trade quality for speed or speed for quality. Measure resolution and handle time together, coach the behaviours that deliver both, and let efficiency be a by-product of doing the call right the first time.

See how QA links handling time to real outcomes — start a free 30-day trial.

See QUALICORE on your team's calls.

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