Once you determine that you need call center quality management software for the success of your call center, the selection process may get complicated. There are dozens upon dozens of QA-focused call center software solutions claiming to be the “perfect” software for you. And they all offer something different—something they say is exceptional.
So, how do you find the best call center quality management software for your business that’s on the cutting edge?
In this blog, we’ll talk about what exactly call center quality management software is, why you need it, and the call center software features you need.
What is call center quality management software?
Call center quality management software is focused on improving the quality of the customer experience, including the quality of support for your product or service, agent performance, and contact center process effectiveness and efficiency. It can be used to track a wide variety of key performance indicators (KPIs) to capture performance data and provide a framework for taking action. The QA software should be able to track everything from NPS ratings to customer surveys, productivity metrics, agent professionalism, problem resolution, and satisfaction.
And it should provide reports that allow you to dig deep into your contact center to:
- carry out root-cause analysis
- identify common pitfalls
- uncover broken processes
- find training gaps
- and reveal agents who are doing a great job!
Ultimately, the powerful analytics that come from your QA-focused contact center software should help you spot trends, reveal exceptions, and coach your agents.
Why do call centers need quality management software?
When you purchase and implement call center software that has quality management capabilities, you’ll increase efficiency, improve customer satisfaction, and ultimately save money. That’s why 93% of contact centers agree that technology is very important for creating a better customer experience.
And when it comes to call center quality management software, there’s no more powerful tool in your arsenal. By assessing performance metrics on a daily basis, you can:
- Track hard and soft gains
- Improve agent and customer loyalty
- Improve customer flow
- Grow revenues
- Reduce customer churn
- Increase customer spend
- Increase agent engagement
- Increase agent productivity
- Create incentives for agents to perform their best
- Enhance agent training
- Improve operational efficiency
- Enhance internal and external collaboration
- Better align call center goals with business goals
Without this insight, you could be one of the many U.S. companies contributing to a $62 billion a year loss, due to poor customer service, which is a launch point for making a business case for QA-focused call center software.
25 features of the best call center quality management software
The only question left to answer is, “What are the call center software features you need most for quality management?” There’s a large list of possibilities these are the most essential features:
1. Integrated omnichannel experiences
If you offer omnichannel customer service (email, chat, Twitter, support tickets, etc.), you need omnichannel quality monitoring. Your customers use multiple channels to communicate with you, and so your QA needs to cater to all the same channels. It must be simple to measure and monitor performance across all channels, and you should be able to compare channel performance at the click of a button.
2. Key platform integrations
Call center software that performs quality assurance (QA) in a silo is useless. It needs to be able to integrate with your other call center platforms—nicely and neatly. In particular, look for integrations with your most-used software.
- Salesforce: Your contact center QA software should be able to be viewed side-by-side with your Salesforce database.
- Five9: Streamline your quality management process by linking Five9 with your QA evaluations.
- Zendesk: Filter your QA by Zendesk tickets and automatically associate results for review.
- Talkdesk: Gain complete control over your contact center settings for every interaction detail in Talkdesk.
3. Easy to create and edit contact center QA scorecards
You also need to be able to create and edit your QA scorecards quickly and easily. Your QA scorecards need to reflect the interactions your contact center representatives are having today, not six months ago. Although this is a fundamental call center software feature, many QA solutions require consultants to make changes or break historical reporting when amendments are made.
If your call center software solution makes it easy to edit or update QA scorecards, you should have no problem staying ahead of the game.
4. Quality and customer sentiment insight
To get the complete QA picture, you need to be able to combine your internal quality sentiment and your external customer sentiment in a single platform. With your CSAT and NPS scores beside your agent scores, you can get a better idea of what’s going on and why.
5. Real-time feedback results
Real-time results help you measure productivity, effectiveness, and customer experience, in the moment, so you can continually improve. Immediate access to QA data and metrics is essential for marking meaningful changes to your customer service.
6. Detailed reporting and root cause analysis
For call center quality management software to contribute to real change, users must be able to dissect the information they receive. There are two requirements: high-level logging of QA scores and detailed reports with the ability to drill up and down.
Your QA reports should range from the basic details of employee name, team, and date of assessment, to more advanced information about the type of interaction and sub-type. These detailed reports allow analysts to track performance and spot discrepancies, opportunities, and pitfalls. And when users have the capacity to dive further into the data, they can get to the bottom of causation and knit together correlation where it exists.
7. Helpful and customizable dashboards
To optimize the ROI of your call center quality management software, you need access to appropriate dashboards to benchmark call center performance. Much better than a spreadsheet, your dashboard should provide a quick summary of the strengths and weaknesses within your call center. And you should be able to customize the data to what is most important to you.
8. Built-in calibration
You need consistent QA data that can be used to highlight the variances between agents and supervisors. A built-in calibration feature should help you uncover critical differences between monitoring sessions, so you can actually determine who is doing a good job and who isn’t. In this way, you can provide further training when needed and build trust and confidence in your quality monitoring process and software.
9. Text analytics capabilities
Over the last few years, text has become an increasingly popular way for customers to reach out to contact centers. That’s why text analytics is more important than ever in your QA process. You need a way to review and monitor all written communication for real-time analysis of every interaction. You need to be able to analyze and detect recurring issues and provide guidance, coaching and training, as needed.
10. Historical repository of information
While real-time insight is critical, so is a history of your quality monitoring. You need to be able to quickly retrieve past data and recordings for data mining and measuring agent/call center quality. The key is to have access to a repository that is time and date stamped for ease of use.
11. Email alerts
Yes, email alert overload is frustrating. And no, we don't want to spend every working hour inside our inbox but... if there's something important that warrants attention, there's no better option than an email alert.
Email alerts give you peace of mind that you aren't missing a beat when something critical happens. Just be sure that the call center software feature offers an array of configurable email alerts to keep you informed. We recommend, at a minimum, to use trigger alerts for critical failures and for agents when they have new QA results.
12. Learning development and training
The first step to effectively using your contact center software is to have access to early and regular learning development and training. From the moment you hire an agent or boot up the software, you should have access to a knowledge database and support team that will ensure you use the QA software as effectively as possible.
13. Solid customer support
Remember, no QA software is perfect. Inevitably, there will be technical and usability issues that your team runs into. The key is to pay attention to any failures and then reach out to the support team with your feedback. They should be able to implement quick fixes, updates, and workarounds, so you can get back to focusing on customer service.
14. Self-help tools
QA-focused call center software that provides easy to use self-help tools reduces the pressure on your agents and satisfies your needs. In this way, you don’t have to reach out and always wait for a solution to any problem. You can find the solution yourself through self-service.
15. Fantastic user interface (UI)
Your call center quality management software should feature a user-friendly interface that is easy for anyone to pick up and understand. Not only should it be easy to add and edit forms and scorecards, it should be simple to customize reports, add & remove users, and more.
16. Proven track record of results
QA software without a proven record of success is a risk too great to take. Instead, you need to take a look at current and previous customer reviews to see if they rate it highly it, how it worked, and if there’s anything they would improve.
17. Transparency in reporting
Surprisingly, transparency isn't always a high priority for QA, but it should be. If you’re looking at reports and don't understand something or you have a question, you need to be able to delve further into the results to understand the “why.” You need to know what lies behind each of the lines on the graph.
Transparency in contact center QA software allows you to understand what you’re looking at and empowers your call center to validate or discredit the information you are presented with. This is highly valuable if, for example, you want to assess the staff carrying out evaluations. You shouldn’t have to take their word for face value. You need to be able to see for yourself what they assessed and how they assessed it.
18. Regular updates and innovation
A key feature of customer service is whether or not your QA-focused call center software solution continually provides updates and new innovations. The technology should be keeping track of trends and then releasing helpful new features and updates to keep you on the cutting edge and getting the biggest bang for your buck.
The call center quality management software solution should meet customer privacy and data safety standards. It should be a secure system that meets the highest information security standards to prevent breaches and protect your customers.
Your call center quality management software should enable you to track and report on regulatory compliance related issues and incidents. And it should also help monitor compliance within your call center as part of agent behavior. Look for a QA solution that can provide:
- Instant compliance breach alerts
- Outline reasons for compliance failure
- Provide pass/fail rates
- Keep a log of compliance activities
20. Cloud-based solution
With remote-based call centers on the rise, it’s never been more important to have cloud-based call center software for quality management that works no matter your geographical borders or time zones.
21. Artificial intelligence and automation capabilities
Artificial intelligence should be integrated into your software so you can automate basic tasks and complement the work of your human agents. For example, a call center QA software AI feature could automate the sharing of pre-recorded messages through chatbots. Or it might automate the call recording process or use conversational AI to automatically process and route customers to the best agent for their concerns.
The goal with AI is to save your agents as much time and energy as possible.
22. Solutions for BPOs
Business process outsourcing (BPO) can be demanding. That’s why you need contact center software for quality assurance that offers an end-to-end solution all on a single platform. It should be able to scale to meet your needs and augment your staffing resources with technology that makes your job easier.
23. Easy to implement
If your IT team needs to set aside days or weeks to implement a new QA-focused call center software solution, it’s probably not a good choice. Instead, look for call center quality management software that’s easy to implement and customize for your needs.
If you can’t quickly calibrate the QA tool to meet your requirements, look elsewhere.
24. Affordable and scalable prices
Cost should NOT be your main sticking point, but it is important. Every software solution has its own unique pricing scheme, so be sure to check for hidden fees such as maintenance, professional services, reporting, training, and setup. You should also check for an additional setup charge that may be a surprise.
The more you know about your monthly payment before you sign up, the better. Then you can budget accordingly.
25. Free trial available
Lastly, don’t sign up for a new call center quality management software without first giving it a test drive. Find a call center software solution that offers a free trial for at least seven days, so you can test out all the features and capabilities before you start paying money.
The more you know before you choose the right call center quality management software for your team, the better. The 25 call center software features we identified above should give you a good place to start when choosing your solution.
With call center quality management software, you can evaluate every agent and every channel: phone calls, emails, chat, social media responses, complaint handling, and more. The idea is to give you a complete picture of your contact center outcomes so you can maintain quality standards, adhere to compliance, and boost the customer experience.
Analyzing your data can help you get behind the information and identify the root cause, discover more: