Every business’ success depends largely on customer interactions. How a contact center responds to the queries and grievances of customers is crucial. That’s why it’s essential to monitor every call quality. Call center quality monitoring software can help streamline the process.
Let’s talk about call quality monitoring – and our top picks for the software to use for this purpose.
What is Call Quality Monitoring?
In call centers, call quality monitoring means listening to and assessing customer conversations. It also includes the steps to improve call handling and customer service. The goal is to implement changes based on these. Call quality monitoring is followed by training the call center agents. This can help the department to evolve.
Call quality monitoring involves call listening to analyze customer-agent interactions and capture feedback. This includes recording their opinions and answers. Communications can be on calls, emails, social media, survey forms, etc.
Importance of Call Quality Monitoring
Call center quality monitoring involves the analysis of calls. It helps spot problems and fix them. Good customer interactions can earn the loyalty of customers and fetch revenue. But poor customer care can drive away 96% of customers.
Once the problems are determined, a customer care team can set new SMART goals. Then, it can work on improving processes instead of just focusing on employees. A team to monitor calls can help. But it’s crucial to use the cutting-edge technology in call monitoring software.
Top Call Center Quality Monitoring Software
Fortunately for call centers and managers, automating call quality monitoring is now possible. All they need is the help of modern software. Here’s a list of the best call center quality monitoring software. The tools can improve your contact center through systematic feedback collection and recording.
Enthu.AI offers call center quality control software that offers end-to-end solutions. It makes the monitoring process and quality assurance fast. It is more focused on providing results of high-quality outcomes. So it doesn’t involve wasting time listening to every single conversation.
The software is capable of auto-surfacing calls that require urgent attention. It also helps skim through calls to find the essential ones instead of random sampling. It enables the creation of customized QA hypotheses and feedback forms. It also has a wide range of features to enhance your team’s performance.
b) Calabrio ONE
As a cloud-powered platform, Calabrio ONE offers a user-friendly interface. Contact center agents can record and track the journey of each customer. Agents can capture and fetch interactions across various channels. It drives informative and predictive analytics driven by Machine Learning and Artificial Intelligence.
Based on these, the team and the management can make actionable plans. It has features like evaluation forms, scorecards, and performance reports. These can engage the agents and play an essential role in evaluation. Accordingly, they can be trained to follow the necessary steps. These can lead to specific business goals.
Playvox is a call quality monitoring and management platform. It’s designed to simplify quality assurance. It has features like employee scheduling, performance tracking, interaction screening, and workflow automation. It can help transform customer service by motivating agents and streamlining agent training.
It measures only relevant interactions. This speeds up the process of gathering customer feedback by . It eliminates manual processes of making spreadsheets or auditing. This gives team leaders the chance to meet customer expectations. It builds a healthy digital environment through chats, social media, etc.
Scorebuddy is considered one of the market leaders when it comes to call quality management. It is engineered to save time and improve agent performances. It’s a platform that brings together multiple features that can improve customer experiences. Meanwhile, it enhances caller training and learning.
It is an excellent tool for quality management, supported by advanced AI analytics. It delivers high-quality customer service and targeted and customized coaching. The impact is measurable with the help of this tool. It has flexible scorecard facilities. Thanks to them, managing resources becomes easier for an evolving environment.
Klaus is designed with the objective of handling service desk tickets and tackling chats. It enhances the benefits of CSAT solutions to improve response rates and acknowledge written feedback. It further incorporates the ability of IQS. This helps monitor internal quality through team and agent performance tracking.
Klaus’ integration with Aircall is one of the key features of this software. The tool features dashboards and reports. These are helpful in recognizing problems, identifying trends, and analyzing issues. The platform plays a key role in making actionable decisions based on the above information for one-on-one training.
Callminer is designed with the objective of understanding customers deeply. This helps develop new business values. As a conversation analytics tool, it can drive improved decisions. Thus, it adds to the transformation of the organization. It captures interactions on all channels and extracts usable insights from unstructured data.
It boosts the business-wide implementation of new actions with the help of conversation analytics. It is a comprehensive tool for this purpose, using AI and ML to help companies recognize patterns and analyze sentiments. It connects these insights to actions to drive growth.
Tethr is a noteworthy platform for call recording and conversation analytics. The tool provides automated insights derived from such conversations. Then, it structures business intelligence to serve as the base of essential decisions. It is a state-of-the-art platform engineered on the foundation of ML.
It synthesizes data from voice, chat, and email interactions. Then, it projects essential data on the dashboards without the need for the user to dig for information. This is a consolidated cloud-based platform. It supports research, analysis, automation, and distribution of data for enhanced call quality.
Observe.ai curates metrics to help monitor the whole team, as well as the individual agents, with efficacy. It is an essential tool for contact centers, integrating AI into all customer conversations. It tracks interactions and optimizes the performance of agents to retain important customers.
This platform is known for increasing the visibility of conversations. It also derives business-enhancing data. By doing so, it empowers employees with AI-based evaluations. It is a smart tool equipped with the ability to detect sentiments. This enables empathetic conversations for improved customer experience.
Talkdesk is a highly effective platform that offers end-to-end solutions for contact centers. This cloud-based tool enables better performance with the help of a detailed evaluation cycle. It is a highly intuitive platform that can streamline the entire process of call quality management.
It has a user-friendly interface with various features. These include call recording, conversation screening, multi-channel transcription, and more. Its customer touchpoint mapping helps evaluate the customer’s journey. It features time-stamped annotations for agent feedback. Don’t miss the AI-based speech analytics and automated scoring.
EvaluAgent is a quality assurance tool that ensures compliance and improves agent performance. It can be a part of the contact center’s process of evaluation, training, and engaging the employees. Thus, it can be used to unlock the team’s potential to provide an unparalleled customer experience.
It integrates CRM tools and Learning Management System. Thus, it provides high-speed innovations in the field of customer care. It is instrumental in recording and rating interactions by call, chat, and email. These help categorize and assess the quality of communications and regulatory compliance automatically.
How to Select a Call Quality Monitoring Software
Now that you are aware of the top call quality monitoring software, it’s time for you to understand how to pick the right software for your company. The idea is to pick something that fits your budget and the operations of your business.
Take the following into account at the time of choosing the software –
a) Your Organization’s Needs
A business may have an effective process in place. In that case, the implementation of new software would mean it must facilitate the existing process. On the other hand, if a business does not have a successful strategy, the organization will need a new system.
b) Cost and Budget
Cost is an essential factor when choosing your software. Prices vary based on features. It’s easy to get tempted by them while missing your budget. So evaluate the software’s pricing structure, scalability, and training costs. Match them with the promised ROI and budget.
c) Software Features
Every call center quality management software should have certain basic features. They help you monitor and analyze all interactions. The software should be engineered to motivate agents, provide proper supervision and training, and instill competition though features like –
- Real-time call monitoring,
- Call logs and recordings,
- Integration with CRM and IVR,
- Dashboards and reports,
- Voice, email, and chat transcription, etc.
Call quality assurance should be the priority of contact center managers. Doing so can improve the overall execution of the call center’s and the business’ duties. Automating the monitoring process can help enhance quality management programs.
The right call center quality monitoring software can replace the manual process. It can bring consistency and efficiency. Increased productivity and efficient agent performance can lead to improved customer experience.