Best 8 Call Center Quality Management Software

As a call center business, you toggle between answering calls, processing orders, collecting customer feedback, identifying customer needs, and providing personalized services daily – and sometimes within the same hour.

To make your customers happier and keep everything running smoothly, you need a special tool.

A tool that can help you monitor, evaluate, and improve the performance of your call center agents to optimize the customer experience.

What you need is call center quality management software.

According to Grand View Research, “The worldwide market for quality management software was valued at about $9.38 billion in 2022.

It’s projected to expand at a compound annual growth rate (CAGR) of 10.6% from 2023 to 2030.”

A sound quality management system can help you improve customer satisfaction, provide valuable insights, ensure compliance, enhance agent training, and more.

But the wrong tool can also limit your returns.

Today, there are many great choices for such tools in the market, with numerous valuable features that can bring results for your efforts.

Do you know what those tools are?  Keep reading this detailed article to explore, compare, and choose the most sought-after call center quality management software. 

A. What is call center quality management?

Call center quality management involves processes, strategies, and tools to ensure customer interactions meet predefined quality standards within all channels and agents.

It uses various features and metrics such as call monitoring, quality assurance, speech analytics, call transcription, call analysis, and more.

The primary goal is to enhance customer satisfaction, boost productivity, and make every interaction consistent and up to the mark.

B. 6 best call center quality management tools in 2024

1. Enthu.AI

With its groundbreaking automated quality management (AQM), Enthu.AI is one of the best call center quality management systems you can try in 2024.

Enabling auto-call monitoring of 100% of interactions ensures a comprehensive understanding of customer service quality.

Its advanced speech analytics meticulously analyzes content, sentiment, and other crucial factors and provides actionable insights for continuous improvement.

Empower your teams in real time with features like call transcription, playback library, and moment analysis to enable swift learning, error correction, and overall performance enhancement.

Moreover, Enthu.AI’s conversation intelligence and AQM solution excel at promptly detecting and addressing compliance issues, safeguarding your operations, and minimizing the risk of regulatory violations.

The interface looks nice. Integrations are ready quickly. Have low costs, great monthly subscription. Best call transcription with analysis! Responsive team. Highly recommend!

Alex McConville

Head of Central Sales

​Enthu. AI is an amazing and flexible conversational intelligence with strong integration capabilities. Provides high level of accuracy on call transcript and has strong word recognition.

Scott Bierbryer

Chief Revenue Officer

Best For:

2. Maestro QA

With features like Auto QA, MaestroQA analyzes 100% of support interactions and offers precise voice, chat, text, and screen capture metrics.

The platform goes beyond AI with Random QA and provides unbiased insights into customer experiences and agent performance.

MaestroQA’s agent performance & coaching tools allow you to identify, align, and quantify agent performance, facilitating 1:1 coaching sessions and tracking trends over time.

Moreover, screen capture integration provides complete visibility into ticket handling, even in a remote-first environment.

Pros

• High rate of satisfaction shows that the platform successfully satisfies user needs and produces worthwhile results.
• MaestroQA clearly simplifies performance monitoring procedures.
• The platform’s user-friendly design and simple navigation are highlighted by this statistic, which enhances user satisfaction and boosts productivity.
• More than 75% of clients value MaestroQA’s coaching features, highlighting the company’s ability to offer focused criticism and promote ongoing development.
• MaestroQA’s real-time analysis and improvements are valued to make data-driven decisions.

Darren C.

Maestro is a great way to access the quality of the member interactions by agents. I use grammerly to keep the grammer correct. This allows it to outshine its competitors.

Cons

• The learning curve implies that better onboarding or training materials might be required to enable users to use the platform more effectively.
• More than 70% of users expressed dissatisfaction with MaestroQA’s lack of customization choices.
• Technical complexity was mentioned by almost half of the users, especially when it came to adjusting evaluation settings and criteria.
• Almost 60% of users are not satisfied with MaestroQA’s reporting tools.
• Customers complained about the platform’s performance problems.

Jonathan T.

I cannot say so, but the Maestro is not yet being use to its full potential. There are still parts of the site that are un touched. Also, if only you can add a feature where we can directly file a dispute on an Audit.

3. Observe.AI

Observe.AI transforms call center quality management with its powerful Generative AI suite.

Gain insights from 100% of customer interactions, empower your frontline teams with real-time guidance and targeted coaching, and automate workflows for faster business outcomes.

With a 30 billion-parameter LLM, Observe.AI provides end-to-end conversation intelligence that helps you improve sales conversions & compliance adherence and reduce Average Handling Time (AHT).

With end-to-end AI for the contact center, Observe.AI drives positive outcomes across sales, compliance, customer service, and operational efficiency.

We’ve extensively gathered genuine user feedback on Observe.ai from platforms like G2 and Capterra, concentrating on pinpointing the fundamental features.

Pros

• Most users found that Observe.AI’s interface is intuitive and easy to navigate, contributing to a positive user experience.
• Over 70% of customers reported that Observe.AI’s AI technology is really good at effectively capturing and analyzing customer interactions. 
• Almost all users said the software is easy and quick to set up, indicating that it’s great for organizations trying to improve their customer service quickly. 
• 8 out of 10 users praised the tool’s comprehensive coaching features because it can help them address specific behaviors and topics during coaching sessions. 
• The tool provides valuable insights and trend analysis based on call data, which can be leveraged to improve overall performance and customer satisfaction.

Leland S.

There may be some missing words here or there, but you have to understand that sometimes the program does not pick up what is being said. The more and more I use it, the more and more I find something helpful that I can use to better my calls.

Cons

• Many users would like to improve the accuracy of call transcriptions, which makes it difficult to trust the data and coach agents well.
• Nearly 6 out of 10 users had trouble connecting the software with their existing telephony systems, making it tough to use despite its good features. 
• Search functionality is average and could have been improved. This limitation could hinder users’ ability to locate and analyze specific call data efficiently.
• Observe.AI doesn’t always record whole calls that could impact the effectiveness of quality assurance processes and coaching sessions.
• Over half of the users expressed concerns about the lack of customization options, particularly regarding moments and scoring criteria.

Leland S.

I could have said something, but it states that the caller said it. Or vica versa. The program will also record dead air even when there is someone talking and not having dead air.

4. Scorebuddy

Scorebuddy is a quality management tool emphasizing customer service improvement through detailed scorecards and analytics.

It’s an excellent choice for your call center’s quality management as it helps streamline operations and enhance agent performance.

Say goodbye to spreadsheet hassles as you embrace purpose-built software featuring conversational analytics, customizable scorecards, and seamless CRM integrations.

Improve NPS and CSAT by centralizing QA data and utilizing advanced reporting to identify trends. Boost productivity by automating QA tasks, freeing up resources for exceptional customer experiences.

Countless genuine user reviews about Scorebuddy sourced from platforms like G2 and Capterra have been meticulously analyzed, emphasizing the vital aspects necessary for practical implementation.

Pros

• The Platform’s capacity to efficiently track QA scores, demonstrating a high degree of consumer acceptance of the platform’s essential features.
• 7 of 10 customers found Scorebuddy to be easy to use.
• 56% of users liked scorebuddy for streamlining the Quality Assurance process.
• Scorebuddy reduces risks by giving agents immediate feedback.
• 100% of users felt that Scorebuddy offers value for money.

Reynaldo Jr (DavidC) C.

It Helps Improve our Call Handling and Quality

Cons

• Most of the users reported issues in submitting scores successfully.
• Some Customers face trouble with the platform’s login process.
• Nearly 60% of customers are dissatisfied with reporting features.
• Over 25% of customers reported instances of slow loading times within the platform. 
• Most users indicate more flexibility to customise the tool.

Sarah K.

Sometimes the webpage would crash and entered values would not be saved in the cache. A proper link to external contants being embadded would be a nice fuction. This is the only think I missed when using it. It is possible that I just missed this function or didn’t use it correct.

5. Playvox

Unlike essential QA, Playvox’s flexible and digital-first QM solution goes beyond identifying problems—it fixes them.

Tailored for the digital era, Playvox efficiently handles interactions like support tickets, live chat, and email, proactively preventing issues and improving customer retention.

Enjoy flexibility with scoring, question-based feedback, and calibration, saving time and quickly addressing customer service problems.

With integrated coaching, Playvox QM helps in agent recruitment, training, and onboarding, reducing attrition and ensuring a stellar customer experience.

Pros

• 90% of users find Playvox to have an intuitive and easy-to-navigate interface. 
• The Platform enables efficient quality monitoring and improvement in quality control processes.
• Most of the users allocate their time more effectively and the platform streamlines various task related to performance management.
• 80% of customers expressed satisfaction with the depth and clarity of analytics.
• The platform facilitates effective communication, improved collaboration and communication.

Ahmed I.

it was a good website and easy to navigate the system on the website and will help me on my work and improve my skils and help me to find my weakness on me work

Cons

• Playvox has limited customization features that vary business needs.
• Platform as inconsistent notification feature which users report receiving timely notification.
• About 70% of users perceive the navigation to be a little difficult.
• Most of the users express dissatisfaction with the restricted search parameters.
• Performance latency may hinder productivity and aggravate users, affecting over 60% of customers. 

Helane F.

I find the platform very complex to handle.

6. CallMiner

Leverage intelligence and insights to manage your Quality Assurance (QA) program effectively at scale with CallMiner.

Gain a precise view of employee performance, provide real-time guidance for actionable feedback, and continually coach agents to improve key performance indicators.

The tool lets you uncover performance gaps with transparent quality management, choosing from automated forms or hybrid approaches for customized coaching.

Furthermore, it helps you drive systemic change with automated QA, identify trends, and prioritize coaching opportunities to improve quality and customer experience.

Best For

Pros

•  90% of users value its ability to analyze extensive call volumes, providing valuable insights into customer interactions. 
• Many customers found it has an intuitive interface that enables efficient platform navigation and quick business adaptation without training.
• The software offers many customizable features that allow businesses to effectively tailor the software to meet their specific needs.
• According to 65% of customers’ opinions, it has outstanding reporting capabilities that empower businesses to identify trends, monitor agent performance, and make data-driven decisions 
• 70% of customers value the supportive community and resources provided, including forums, training sessions, and customer support. 

Jason K.

I like the fact that there’s a tool that can score a chat/call/email for my consultants that I can then utilize during my 1:1 coaching sessions with each member of my team.

Cons

• 55% of customers struggle to adapt the platform to their needs, potentially hindering its ability to meet their business requirements effectively.
•  Approximately 40% of customers require dedicated resources or personnel to use the platform effectively.
• The startup time for using the CallMiner Eureka platform is extensive, which could impact the product’s time value. 
• Nearly half of the users face difficulties with the platform’s search functionality, impacting their ability to find specific insights efficiently.
• Every 6 out of 10 customers express concerns about the platform’s reporting capabilities, suggesting limitations in generating detailed reports.

Gianna P.

Can be overwhelming at first, someone has to teach you how to use the programe

C. Why do you need call center quality management software?

Quality management software is crucial for your contact center’s success as it addresses various challenges and contributes to overall operational excellence.

Here are some of the many reasons why your contact center should invest in quality management software:

• Improved customer service: As it helps collect detailed customer feedback, your agents can enhance their performance and deliver a better customer service experience.
• PCI compliance: It ensures that your agents adhere to industry regulations and company policies during customer interaction. You can Identify and address potential compliance issues before they become major problems.
• Enhanced Customer Satisfaction: Monitoring calls and providing feedback leads to reduced wait times, improved responsiveness, and, ultimately, increased customer satisfaction.
• Dispute Resolution: Recorded calls are invaluable evidence in quickly and fairly resolving disputes between the company and customers, preventing costly litigation.
• Cost Savings: You can save a lot of money by identifying and addressing inefficiencies and areas for improvement.
• Quality Assurance: Your agents can monitor and analyze calls to track the quality of customer service, evaluate training program effectiveness, and recognize high-performing agents while identifying areas for improvement.

Conclusion

In the fast-paced world of customer service, staying ahead requires adopting advanced call center quality management tools.

Whether you prioritize conversation intelligence, speech analytics, or quality assurance, these tools offer a range of features to suit your specific needs.

Evaluate each tool based on your requirements, budget, and business goals to make an informed decision.

Embrace the power of these tools to transform your call center into a customer satisfaction powerhouse, ensuring success in 2024 and beyond.

FAQs