Tools and software for quality assurance have become an important part of the modern call centre. It helps businesses to evaluate the agents’ performance while increasing customer satisfaction. This is done by giving users the best experience.
In this blog, you will learn about what is call center quality assurance software? What are its benefits, and tips to select the best software for your business?
What is Call Center Quality Assurance Software?
A tool that helps call center companies to check and improve the calling, chatting, and emailing process of the customer support is called call center quality assurance software. It allows managers to monitor conversations and evaluate the quality of the customer support team. It is commonly known as call monitoring and QA software.
In simple words, it is a tool that helps managers to check whether the agents are doing their job properly or not. The software is used to record the interaction and help the supervisors to review them; it can be done by using QA scorecards (a scoreboard that shows an agent’s performance based on the AI review).
According to Coherent Marketing insights, the global call centre QA software is valued at $2.25 billion by 2025 and is projected to increase to $4.09 billion by 2032.
QA tools help businesses by making the quality checking process faster. It replaces manual quality assurance tests with automatic tests. Nowadays, companies are using AI to detect customer emotion and highlight important conversations. Altogether, these features create a complete quality management system for call centres.
Features of Call Center Quality Management Tools
Quality Management tools helps Call Center to monitor, improve, and evaluate the customer interactions. These are some of the important features that you should look for in call monitoring and QA software.
Call Recording: This feature helps in recording conversations between the customer and the agent so that supervisors can later review the conversation. This feature helps in training and improving performance.
QA Scorecards: It includes features that can evaluate communication skills, knowledge about a product, and solutions to problems. It makes it simple to track the performance.
Live Call Monitoring: With this feature, a manager or supervisor can listen to the call in real time and can help the agent by guiding them through the entire process. This is highly used in contact center QA tools.
Performance Dashboards: It shows metrics such as customer satisfaction, average customer handling time, and compliance rate. Which helps in tracking team performance easily.
Automated Quality Checks: Advanced companies uses AI integrated quality assurance system that automatically reviews the conversations and flags the real issue. This makes a quality management system less dependent on manual checking and gives positive results.
Feedback Tools: This tool helps by enabling managers to leave comments and share feedback through the system before and after the call.
Why do Call Centers Need Quality Assurance Software? Benefits of Using it
Proper monitoring and maintaining quality requires regular QA (Quality Assurance), which is very difficult when you need to check hundred and thousands of conversations single-handedly. That is why businesses nowadays are shifting toward call monitoring and QA software.
Modern contact center QA tools can review a large number of interactions quickly instead of randomly checking some of the calls. It improves customer satisfaction and reduces errors. Let’s understand the benefits of the best call center quality management software that I discovered while searching for automated Quality Assurance Software.
6 Best Call Center Quality Assurance Solutions
Talkdesk
Source: Talkdesk
It is a cloud-based content management platform that comes with built-in call monitoring and QA software features, AI automation, and performance review. Talkdesk helps supervisors review calls and track performance. It can be integrated with renowned tools like Salesforce, Zendesk, HubSpot, Microsoft Teams, and ServiceNow.
Features:
Call recording and live monitoring.
AI-powered conversation insights.
Custom QA scorecards.
Performance dashboards.
Workforce management tools.
Pros
Easy-to-use interface.
Strong AI analytics and reporting.
Reliable CRM integrations.
Cons
Expensive for small teams.
Setup can feel complex at first.
LevelAI
Source: thelevel.ai
It focuses on advanced AI-powered QA; interaction is scored using AI. LevelAI automatically evaluates the conversation and shows it on QA scorecards. It integrates tools like Salesforce, Zendesk, Genesys, and Five9.
Features
Auto-QA scoring is available.
AI sentiment analysis can be done with ease.
Coaching recommendations help in assisting the agents.
Trend and performance tracking are good for checking the growth.
Pros
It is fully automated QA scoring.
Give deep conversation insights.
Comes with strong analytics.
Cons
Can be complex for beginners.
More suitable for mid-size to large companies.
Dialpad
Source: Dialpad
It combines communication and QA by adding AI transcription, conversational analysis, AI scoring, and performance dashboards. Dialpad works by giving instant feedback. It integrates Salesforce, HubSpot, Google Workspace, and Microsoft 365.
Key Features
Best for real-time call transcription.
AI call summaries help the supervisors to review.
It has a live call monitoring feature.
Pros
Real-time AI-based call summaries and analytics are available.
Strong CRM and productivity integrations help increase productivity.
Cons
Some advanced AI features require higher-tier plans.
Comes with limited deep customization for large contact centers.
AirCall
Source: Swisscom Ventures
It is primarily a cloud telephony solution with integrated contact center QA tools. It includes tools for monitoring, analytics dashboards, call tagging, and CRM sync. AirCall integrates with more than 100 business tools, some of which are HubSpot, Salesforce, and Zendesk.
Features
Call recording
Call tagging
Shared inbox
Analytics dashboard
Pros
Very easy setup and user-friendly interface.
Good CRM and helpdesk integrations.
Reliable call quality and shared inbox features.
Cons
Lacks advanced QA automation (no built-in AI scoring).
Basic analytics and workforce management compared to enterprise tools.
Convin
Source: ElevenLabs
It is a conversational intelligence and QA platform that analyzes the score of customer interactions. It uses AI to analyze the chat and calls. Popular tools like HubSpot, Salesforce, Zendesk, Slack, and Intercom can be integrated with it.
Features
Automatic call scoring
AI summaries
Compliance tracking
Agent coaching insights
Pros
Convi has received high ratings for its ease of use and conversational summaries.
Strong integrations and analysis tools are useful.
Cons
Some aspects of deeper QA metrics can be less mature than full QA suites.
Pricing details vary widely and often require contacting sales.
MaestroQA
Source: MaestroQA
It helps in enhancing quality assurance through the QA scorecard, automated workflow, and manual workflow. It even capture screen and searches for the root cause. MaestroQA supports quality monitoring calls, chats, and even tickets.
Features
Custom QA scorecards
Coaching workflows
Calibration tools
Root cause analysis
Screen capture
Pros
Customizable QA scorecards and reporting tools.
User-friendly workflows for coaching and calibration.
Strong review scores for overall satisfaction.
Cons
AI automation and real-time agent assist are less advanced than those of some competitors.
Reporting customization can be limited.
Best Call Center Quality Assurance Software Summary
Explore the list of the best affordable call center QA tools for your small business. Understand the pricing and features according to the available features and their price.
ToolPricing (Starting)Type of PricingTalkdeskStarts at $85 per user/monthOmnichannel engagement, call recording and quality management, API access, routingDialpadStarts at $27 per user/monthAI real-time transcription, call summaries, and call recordingAircall$40 /licenseCall tagging, call queueing, call monitoring, and analyticsLevel AIQuotation RequiredCustom QA scorecards and coaching workflowsConvinCustom pricing (Quotation Required)AI-based call scoring, conversation summaries, and compliance trackingMaestroQANeed to request pricingQA scorecard, call recording, and call monitoring
Tips to Choose Call Center Quality Management Software
Choosing the best call center quality management software depends on your purchasing power and the requirements of your business. Below are some tips that you should consider while choosing the best software for your business.
First, decide the requirements of your organization. Do you need a basic call review or AI scoring?
Check the functionality of QA scorecards.
Choose automated call monitoring and QA software, as it will save you time from doing repetitive work.
Integrate the software that connects smoothly with your CRM and tools.
Analyze the reviewing feature before purchasing for a long-term plan.
Consider the software that is simple to use and efficient for managers and agents.
Compare the pricing, look for the tool with the best affordable plans with good reviews on reviewing platforms like G2, Trustpilot, and Capterra.
Try Demo, if applicable. Use the tool before buying to avoid wasting your money.
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