Technology has become an integral part of the corporate sector, introducing a good level of automation to almost every sector. And due to this, having a call center quality assurance software in the tech arsenal has become a necessity for every modern organization.
The days of complicated manual QA spreadsheets are long gone. In fact, contact centers looking to boost service quality have replaced manual efforts with more sophisticated, technology-enriched centralized software. The prime focus of the contact center industry is on providing superior UX. So, providing expert quality service has become imperative. As a result, contact centers are investing heavily in QA software to gain a competitive advantage over the other.
However, each team has different criteria and parameters for quality, besides the huge number of QA tool options. So, here is an easy guide you can follow to ensure you make the right option for your call center quality management.
Must-have Features for Call Center Quality Assurance Software
Just like most other digital transformation software today, call center QA tools are improving in terms of features, capabilities, and complexity at the same time. While these developments are helpful in quality, it is best to go for simple at times.
First, you need to be certain of the features that the shortlisted QA software offers your organization with and whether it fulfils all your requirements or not. Some of the most common requirements revolve around.
This is a non-negotiable feature. In order to ensure an effective quality process, the software must be compatible with your shortlisted helpdesk or any channel you provide customer support with.
Some QA software can only monitor or analyze communications over a single channel, such as emails or calls. For a holistic view of your quality management, the tool you choose needs to be able to monitor every channel simultaneously. Plus, it should also be fully customizable to fit your channeling needs.
Make sure your software offers data and feedback in real-time. It will allow you to point out to the problem areas immediately and make improvements to them before they turn into a routine.
There’s no point in improving customer communication quality unless you can measure it. Your QA software should be able to offer a customizable scoring and KPI monitoring with accurate definitions of what quality means to your agents and quality assurance managers.
Spreadsheets are now as good as history, so they can be handy when presenting your quality metrics in analytical reporting. A CSV export should not be time-consuming work before a presentation.
Standalone vs. Integrated
One factor that is often overlooked regarding call center quality assurance software is whether you need a standalone or an integrated system. So, let’s know what difference it can make.
Standalone software are restricted to QA only. These tools focus on the deeper details of the quality assurance processes while being disconnected from all the other parts of the metrics in respect to performance.
Integrated systems are software solutions that include quality assurance and management as part of a wider performance package falls. Such tools are often slightly less detailed than a standalone but give you a an all-round performance management with all your metrics in one solution.
Scalability & Mobility
Growth is imperative for any contact center organization that has a successful customer service department. However, for departments operating in BPO, there is a high chance that your co-workers are located across multiple time zones and regions. So, at the time of choosing a QA software, be sure to take into consideration your organization’s forecasted growth. Also ensure that your quality assurance software can facilitate features accordingly.
Another very important element of shortlisting the best quality assurance tool is whether it suits your budget or not. The average pricing of QA software can typically range between free and $50 per agent/month or may be more. However, just like the features, it is crucial to pay for the features that you need so that you can avoid unnecessary costs.
At the time of evaluating the pricing of call center quality assurance software, there are some very important questions to ask:
- What’s the pricing model?
- Can you scale it to your requirement?
- What’s the assured ROI?
The answers to these will help you point out the best value-for-money proposition and the right fit for your organization’s requirements.
Choose the Best for Your Organization
Omind Technologies’ quality assurance software helps customer service call centers improve service quality proactively and also provide real-time feedback within investing a lon in manual agents. Here are some things you can get:
- Multichannel quality monitoring
- Customized scoring system
- ‘Comments’ feature to forward detailed feedback
- All the real-time metrics and scorecard to track and report that are on progress
Know more about our Mind QA software; feel free to connect with us or drop an inquiry. We can provide you with a free demo.