Discover, compare, and choose the best quality management software for your call center.
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.
In this guide, you’ll find:
- What is call center quality management?
- Why do call centers need quality management software?
- 7 Quality management tools in call centers
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.
For example, a customer calls because they got an incorrect bill. They’re confused and a bit upset about the charges.
In this case, quality management tools are helpful because they let you listen to the call, analyze speech patterns, ensure the agent follows correct procedures, and transcribe the conversation.
This helps solve problems effectively, improve future discussions, and keep customers happy.
B. 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:
1. Improved customer service: As it helps collect detailed customer feedback, your agents can enhance their performance and deliver a better customer service experience.
2. 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.
3. Enhanced Customer Satisfaction: Monitoring calls and providing feedback leads to reduced wait times, improved responsiveness, and, ultimately, increased customer satisfaction.
5. Dispute Resolution: Recorded calls are invaluable evidence in quickly and fairly resolving disputes between the company and customers, preventing costly litigation.
6. Cost Savings: You can save a lot of money by identifying and addressing inefficiencies and areas for improvement.
7. 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.
C. 7 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.
Pros: Advanced conversation insights, real-time analytics, customer feedback analysis, and effective call monitoring capabilities.
Cons: Some languages’ translation engines give fair results but can be improved.
Primary Use Case: Boost agent performance, understand customer sentiment & improve revenue through AI conversation analysis.
Pricing: Customized plans based on business requirements. Check our pricing page for more information.
G2 Reviews: 4.9/5 (Link to customer reviews)
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: Intuitive user interface, detailed call transcription, and customizable quality control features.
Cons: Sometimes, it takes time to respond and has significant issues with extracting data.
Primary Use Case: Managing brand quality through streamlined quality control processes.
Pricing: Offer custom proposals based on your needs. Check their pricing page for more information.
G2 Reviews: 4.8/5 (Link to customer reviews)
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.
Pros: Comprehensive insights, generative AI suite, and real-time & post interaction AI.
Cons: Some users report a learning curve for fully utilizing all features.
Primary Use Case: Gaining customer interaction insights with live conversation intelligence.
Pricing: Depends on the specifics of your business. Contact them for custom pricing.
G2 Reviews: 4.6/5 (Link to customer reviews)
4. Convin.ai
Choose Convin.ai for your call center’s quality management because it’s a free and efficient solution that makes evaluating calls five times faster.
It eliminates spreadsheets and guesswork in your contact center, making everything more streamlined.
With features like automated workflows and flexible auditing templates, you’ll see a threefold increase in audited calls and a fivefold improvement in monitoring efficiency.
Plus, Convin.ai ensures fairness by removing bias with automated conversation sampling.
It gives detailed feedback, alerts you about potential issues, and allows agents to appeal scores, making the whole process transparent and fair.
Pros: Automated conversation sampling, flexible call auditing templates, and advanced contact center reporting
Cons: Clustered call tags and ticket dispute feature could have been better.
Primary Use Case: Improving call quality and automating quality management processes through real-time guidance and advanced analytics.
Pricing: Offers personalized pricing tailored to your specific needs. To get detailed pricing information, simply request a quote through their website.
G2 Reviews: 4.7/5 (Link to customer reviews)
5. 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.
Pros: Automated QA, advanced reporting, and fully customizable scorecard builder.
Cons: Some users may find the initial setup process challenging.
Primary Use Case: Improving quality assurance through detailed scorecards and analytics.
Pricing: Offers business and enterprise pricing options. Explore their pricing page for more information.
G2 Reviews: 4.5/5 (Link to customer reviews)
6. 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: All-in-one platform, practical coaching tools, and performance management features.
Cons: Some users report confusing setup and complicated quiz/course uploading.
Primary Use Case: Ideal for call centers that elevate digital service operations.
Pricing: Offer multiple pricing options. Request a price quote on their website.
G2 Reviews: 4.8/5 (Link to customer reviews)
7. 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.
Pros: Easy conversation tracking, comprehensive reporting, seamless data insights collection.
Cons: The interface is complicated, and loading times are faster.
Primary Use Case: For contact centers seeking enhanced quality outcomes and superior customer experiences.
Pricing: Contact for custom pricing.
G2 Reviews: 4.5/5 (Link to customer reviews)
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
What is QA in a call center?
Quality Assurance (QA) in a call center involves monitoring and assessing customer interactions to ensure they meet predefined service quality and compliance standards.
How can I improve my QA score in a call center?
Improve your QA score by actively listening to customer needs, following established processes, and seeking feedback for continuous communication and service delivery improvement.
What is a good QA score?
A good QA score typically ranges from 80% to 90%, indicating high-quality interactions and adherence to service standards in a call center.
