Delivering quality customer interactions while improving team performance can be challenging, especially where there is heavy call flow. Call center quality assurance software is designed to tackle these challenges.
This software enables businesses to address performance gaps and implement best practices to improve customer engagement.
In this blog post, we look at top call center QA software & how it helps your business elevate customer satisfaction and the quality of service.
What is Call Center Quality Assurance Software?
Contact center quality assurance software monitors and evaluates call performance to improve customer service and interaction quality.
It has features ranging from simple call recordings to sophisticated artificial intelligence and conversational analytics. Generally, these platforms automatically analyze inbound and outbound calls, assign scores, and identify areas for improvement.
The software helps call center managers maintain the quality of calls, comply with rules, and improve the overall customer experience.
Automated Quality Assurance vs Manual Quality Assurance
Aspect | Automated Quality Assurance | Manual Quality Assurance |
Accuracy | Higher accuracy with the elimination of human activity | Prone to human error |
Consistency | Consistent results due to standardized rules | Inconsistent results due to human interpretations |
Real-Time Monitoring | Real-time or near real-time monitoring | Delayed monitoring depending on manual input |
Scalability | Easily scalable to growing data volume | Difficult to scale; more resources are required for growing volume |
Adaptability | High adaptability due to AI or rule updates | Limited adaptability; depends on agents’ skill & training |
Bias | Less prone to bias | Susceptible to bias due to subjective judgment |
Why do Call Centers Need Quality Assurance Software?
Quality Assurance in a contact center helps ensure that service meets company and consumer standards and doesn’t violate compliance. Here are some reasons why call centers need quality assurance software:
- Consistency: The tools help enforce consistency across all customer interactions regardless of which agent is handling the call
- Script Adherence: It offers a standardized script/guidelines for agents to follow to maintain a consistent brand image and comply with legal requirements
- Quality Metrics: The tool helps call center establish key performance indicators to measure and monitor agent performance and benchmark the quality
- Standard Escalation Process: It ensures that customers’ issues, which front-line agents cannot resolve, are addressed in a timely and consistent manner with the right resources engaged
- Feedback & Training: Call center quality assurance software regularly monitors agent interactions and provides constructive feedback to help agents improve their performance
Features of an Automated Call Center Quality Assurance Software
While choosing a call center QA software, it’s important to look for certain features like:
→ Cloud-Based Software
Cloud-based quality-assurance solutions are hosted on secure servers and are accessible from anywhere with internet access. This eliminates the need for complex infrastructure and provides automatic updates and maintenance, ensuring your QA software remains updated with security patches.
→ Call Recording
Automatic call recording securely documents every conversation between agents and customers so agents and supervisors can access quality assurance reviews. This feature helps supervisors evaluate specific calls to evaluate agents’ communication skills, script adherence, and overall service quality.
→ Automated Quality Management
A call management tool uses AI-driven algorithms to assess every call against pre-defined criteria and provides comprehensive data on agent and call center performance. It analyzes various factors, like tone and script compliance, and flags calls that don’t meet the regulatory standards.
→ Speech Analytics
AI-powered speech analytics analyzes call content and intent to identify trends and sentiment and ensure compliance. The tool searches for keywords and emotional cues that may indicate customer satisfaction or dissatisfaction.
→ Performance Analysis
Call center quality assurance software offers a robust analytics tool that provides detailed insights into key performance indicators, such as agent performance, CSAT scores, call resolution, etc. The analysis helps you set benchmarks for improvements over time against the KPIs.
Choose a platform that offers advanced features streamlining your contact center operations. For example, Exotel offers automated conversation quality assurance software, which helps you comply with stringent regulations while improving customer satisfaction. You can book a demo to see how Exotel’s AI-driven quality assurance software can help you mitigate regulatory risks and maintain service quality.
Best Call Center Quality Assurance Solutions
Here are five call center quality assurance solutions with unique features and capabilities that help you achieve customer satisfaction and agent productivity.
1. Exotel
Exotel is an AI-driven communication platform that offers a conversation quality analysis (CQA) capability to maintain quality customer service across all interactions. With this platform, businesses can ensure compliance, enhance customer satisfaction, and elevate their communication standards without operational friction.
Key features:
» Automated Quality Management: Analyzes conversations against your pre-defined KPS and SOPs to ensure constant alignment and consistent quality service
» Live Call Monitoring: Get real-time insight on team performance, elevating your decision-making during live calls
» Multilingual Conversation Analysis: Support analyzing conversations in multiple languages
» Automated Regulatory Monitoring: Flags compliance breaches, mitigating regulatory risks and reputational damages
» Performance Analytics: Identities patterns, trends, and anomalies in customer-agent interactions to enhance agent performance
» Speech & Text Analysis: Transcribes data from calls and chats to identify keywords, tone, sentiment, and compliance
2. Talkdesk
Talldesk is a cloud contact center solution that offers multiple customer support channels, such as phone, email, social media, and chat. It also offers a range of quality assurance features, such as call monitoring, routing, IVR, and call recording. The platform is easy to deploy and use and offers various advanced features and dynamic integrations.
Key features:
» Call Routing: Diverts calls based on skills, language, and more criteria, ensuring faster resolution
» Interactive Voice Response: Helps customers resolve common queries themselves
» Real-Time Monitoring: Tracks live calls to help supervisors evaluate agent’s skills and performance
» Voice & Screen Recording: Call managers can listen to real conversations later for quality evaluation
3. CallMiner
CallMiner is a cloud call-monitoring software with advanced conversation analytics features that collect unstructured data from all communication channels. It focuses on improving customer experience through speech and text analysis.
Key features:
» Hybrid Approach: Offers automated quality forms along with manual scoring for a customized process
» Coaching Workflow: Offers bi-directional supervisor and agent engagement
» Screen Record: Helps assess how efficiently agent navigates their support screen while resolving customer issues
4. AirCall
It’s a customer communication and intelligence platform that primarily targets small businesses using phones to conduct sales and support calls. The platform integrates seamlessly with CRM and Help Desk software, is easy to use, and provides meaningful insights needed for operational efficiency.
Key features:
» Activity Feed: Tracks and manages call center team’s call activity, allowing supervisors to coach agents in real-time
» Call Whispering: Offers supervisors to speak to agents during live calls to correct mistakes and coach them during stressful situations
» Call Recording: Records calls to help agents and supervisors to evaluate the performance and determine the need for further coaching
5. Convin
Convin, offers automated quality assurance software that monitors omnichannel customer interactions. It offers a mobile app that allows agents and managers to monitor call performance on the go.
Key features:
» Automated Conversation Scoring: Accelerates call auditing with AI-driven scoring across channels like calls, chats, & emails
» Custom Scorecard: Evaluates and scores agents based on custom criteria
» Rule-Based Model: Allows managers to create rule-based, automatic scoring models
» AI-driven Feedback: Provides agents with real-time, actionable feedback on successes, challenges, and areas of improvement
Benefits of Call Center Quality Assurance Software
» Enhanced Customer Satisfaction: You can monitor every customer interaction in real-time, helping you identify and resolve issues quickly. This leads to high-quality service and improved customer loyalty.
» Compliance & Quality Assurance: The software enforces a standardized procedure with automated call monitoring, ensuring all calls meet industry regulations and internal quality benchmarks.
» Standardized Call Center Operations: The QA software helps you create a uniform process for evaluating and scoring every call. It establishes a consistent performance benchmark across the call center for reliable operation.
» Improved Data Quality: The tool captures accurate, real-time, and reliable data against the defined call metrics and scoring criteria for every conversation. It provides a nuanced report on the agent’s and operational performance.
» Improved Agent Performance: The software provides detailed performance reports and automated feedback to help agents understand where they require improvement. This also leads to an opportunity for more targeted coaching to improve overall performance.
How do you select a call center quality assurance software?
Searching for a solution can be time-consuming. Here are some tips for selecting the right call center quality assurance solution:
1. Ease of Use
Software with a high learning curve can delay your ability to improve call center performance. Look for an intuitive platform that quality assurance managers and agents without technical expertise can utilize. A user-friendly platform will help your team focus on improving service quality rather than learning to use the software.
2. Features
The most important thing to look for in a contact center QA software is the features. The solution should offer everything your team needs to ensure top-quality service. Here are some crucial features to look for:
- Call recording and monitoring
- Agent performance scoring
- Speech analytics
- Automated agent coaching
- Real-time monitoring
- Customizable quality assurance
- Reporting and analytics
Exotel brings you these essential features, empowering your contact center operations with everything needed for exceptional quality assurance.
3. Integration
The solution should integrate with existing call center tools like CRM or analysis platforms to eliminate inefficiencies and data gaps. Seamless integrations help supervisors access call data easily, track agent performance, and ensure consistency regardless of the agent.
4. Security & Compliance
Many call centers handle sensitive caller information, which should be protected to comply with legal laws and rules. Ask the vendor about the security protocols for call recording, monitoring, and compliance with regulations like GDPR.
5. Pricing
When choosing a QA software, consider the pricing structure to ensure it aligns with your operational needs and budget. Look for a platform that offers transparent costs and scalable options. The solution should provide value for money with comprehensive features and reliable support without hidden fees.
Key Takeaways
Call center quality assurance software plays a crucial role in maintaining consistent service in a high-pressure environment where agents handle thousands of calls daily. By auditing live calls and providing real-time alerts for non-compliance, the tool helps reduce human error caused by fatigue and empowers agents to make immediate improvements.
You can try Exotel, an AI-powered communication platform that offers intelligent quality assurance software that integrates across chats and calls. It empowers agents to receive real-time feedback on call compliance, leading to consistent call quality. Book a demo to see how Exotel streamlines call monitoring and quality adherence.
FAQs
1. Which Metrics to Measure for QA in Call Centers?
QA metrics in call centers vary depending on the business and industry. Some common metrics include customer satisfaction score, first call resolution, average handle time, quality score, call abandonment rate, adherence to script, and call compliance rate.
2. How to Improve Call Center Quality Assurance?
To improve your quality assurance, adopt AI tools like conversation quality assurance analysis to better understand your call center performance. The tool provides an objective scoring system and text and speech analysis data, giving you meaningful insight into what requires improvement.