It’s no secret that high customer service standards are crucial for success. This is why call centers are vital, acting as the primary interface between a company and its customers. Many organizations use call center quality assurance (QA) software to deliver consistent and excellent service.
These tools monitor, evaluate, and enhance call center agents’ productivity and performance, improving customer satisfaction and operational efficiency. In this post, we’ll review the top 11 call center quality assurance software solutions available.
Each solution provides unique features and capabilities, catering to the various needs of call centers from small businesses to large enterprises. By understanding these QA tools’ core offerings, businesses can optimize their customer service operations and achieve strategic goals.
Here are the 10 tools we’ll cover in this post:
- Teramind
- Qualtrics
- CloudTalk
- Sprinklr
- MaestroQA
- Scorebuddy
- Talkdesk
- Calabrio ONE
- Playvox
- Tethr
1. Teramind
Teramind provides a robust solution for call center quality assurance through a combination of user activity monitoring, data loss prevention, and behavior analytics. The software features live monitoring capabilities that allow supervisors to watch and listen to live calls in real time.
This is coupled with screen recording that captures agents’ screens during calls, ensuring that every interaction and transaction is documented and available for review. The platform uses rule-based automated behavior triggers to alert administrators to suspicious activities. For example, if an employee accesses sensitive information at unusual hours or transmits large files that might contain sensitive data, Teramind automatically flags these actions for review.
Regarding data protection, Teramind offers extensive DLP features that prevent unauthorized transmission of sensitive information or the use of removable storage devices. This ensures that all customer interactions comply with legal and corporate data security guidelines.
Key Features of Teramind
- Agent Monitoring. Teramind offers robust agent monitoring capabilities designed to track and evaluate the performance and behavior of call center agents. This feature includes real-time monitoring of agent screens, live audio and video surveillance, keystroke logging, and comprehensive activity tracking.
- Data Loss Prevention (DLP). Teramind’s DLP feature is particularly aimed at safeguarding sensitive information from accidental and malicious insider threats. It uses content discovery to classify and tag sensitive data, and it employs policy-based rules to automatically block or alert supervisors of unauthorized data access or transmission.
- Remote Desktop Recording. This feature allows for the continuous recording of desktop activities across the organization. Teramind’s remote desktop recording can capture everything that happens on an agent’s screen during their shift in a searchable video format. This is crucial for auditing, forensic investigations, and reviewing specific incidents where visual replay may provide insights into user actions and context.
- Agent Productivity Analysis. The platform analyzes agent productivity by tracking active and idle times, application and website usage, and task completion rates. This data helps managers identify performance bottlenecks, improve operational efficiency, and better allocate resources within the call center.
- OCR (Optical Character Recognition). Teramind’s OCR capability enhances monitoring by allowing the system to recognize text within images and scanned documents. This feature supports compliance and security protocols by detecting sensitive information displayed on the screen, even if it’s not in a typical text format.
- Smart Rules & Automated Alerts. The platform can configure smart rules based on user behavior patterns and predefined thresholds, which trigger automated alerts or corrective actions.
Why Teramind is Great for Call Center QA & Monitoring
- Get Early Warnings of Risky Activity. Teramind enables supervisors to actively monitor how agents access and use data during and between their calls. This capability allows for the early detection of unauthorized or unusual data access, mitigating potential risks before they become serious security issues.
- Monitor Call Center Solutions & Workflows for Discrepancies. Teramind integrates seamlessly with various call center technologies such as Automatic Call Distributor (ACD), Computer Telephony Integration (CTI), Voice over IP (VoIP), and Interactive Voice Response (IVR) systems. It can also adapt to custom-built solutions. This integration allows Teramind to analyze and compare agent workflows against established benchmarks or standards, identifying any operational discrepancies that could affect efficiency or regulatory compliance.
- Detect Fraud, Theft, and Insider Threats. Teramind is equipped at identifying and mitigating behavioral risks like false account openings, time theft, and unauthorized copying of customer data. This is crucial in environments where agents handle sensitive information, allowing the organization to prevent financial losses and protect customer trust.
- Combat Negligence and Accidental Loss. To prevent data loss due to negligence, Teramind automatically blocks risky agent behaviors, such as unsecure data sharing and unauthorized file deletion. This approach helps maintain data integrity and security, reducing the chances of accidental data breaches.
- Improve Agent Productivity. Teramind also offers tools that help improve agent productivity by optimizing their performance and ensuring compliance with call center protocols, thereby enhancing overall operational efficiency.
Teramind’s Pricing
Teramind’s pricing is typically structured around the number of users and the specific features required, with several tiers to accommodate different sizes and types of businesses:
- Starter: Starts at $15 per seat/month.
- UAM: Starts at $30 per seat/month.
- DLP: Starts at $35 per seat/month.
- Enterprise: Tailored for large organizations needing full functionality, including video recording, forensic auditing, and more.
Each tier is available in cloud-based and on-premise deployment options, and pricing is usually provided per user per month.
2. Qualtrics
Qualtrics offers a solution that’s based on experience management and advanced feedback systems. The software integrates seamlessly with existing call center technologies to gather real-time customer feedback and sentiment analysis directly linked to individual agent interactions. This immediate feedback loop is important for understanding customer satisfaction and agent performance on a granular level.
One interesting aspect of Qualtrics is its robust automation capabilities that can trigger targeted actions based on feedback scores or specific customer comments. For instance, if a call scores particularly low on customer satisfaction, an automated workflow can initiate additional follow-up from a senior team member or escalate the issue to ensure it is promptly addressed.
Features
- iQ Directory. This acts as a central hub for understanding customer interactions over time. It tracks customer sentiment, product feedback, and more across various touchpoints, making it easier for call centers to deliver a personalized service experience.
- Predictive Intelligence. Utilizes advanced AI to analyze trends and predict future customer behavior based on historical data. This feature helps call centers anticipate issues before they escalate, thereby improving first call resolution rates and reducing customer churn.
- Voice iQ. Employs voice analytics to evaluate the tone, pace, and sentiment of voice communications. This helps gauge customer satisfaction levels and agent performance.
Use Cases
- Risk Management. Predict iQ identifies at-risk customers early, enabling proactive engagement to address concerns before they lead to dissatisfaction or churn.
- Service Personalization. The iQ Directory integrates customer data across interactions, allowing agents to offer personalized service based on historical customer data and preferences.
- Performance Improvement. Qualtrics is utilized to monitor and enhance agent performance by providing managers with detailed feedback on each agent’s interactions, identifying strengths and areas for improvement.
Pricing
- Qualtrics offers three different packages — XM for customer experience, XM for employee experience and XM for strategy & research. However, it doesn’t include a specific price for each of these plans. For detailed information on these pricing plans, please contact Qualtrics.
3. CloudTalk
CloudTalk is a cloud-based call center software solution that specializes in streamlining communication and enhancing customer service for businesses of all sizes. Designed with accessibility and flexibility in mind, CloudTalk offers a suite of advanced features that enable efficient call handling, intelligent routing, and detailed performance analytics.
CloudTalk’s analytics platform also provides real-time insights into call center operations. This includes detailed reporting on call duration, wait times, and service level agreements (SLAs), allowing managers to track and optimize agent performance and customer satisfaction continuously.
Features
- Smart Dialer. This automates the dialing process, significantly increasing the efficiency of outbound call campaigns. Agents can predefine a list of contacts, and the system automatically dials the next number once a call is finished.
- Voicemail Drop. This feature lets agents leave a pre-recorded message in a customer’s voicemail box without waiting for the beep. This function is particularly useful in outbound campaigns to save agent time and increase the number of messages delivered per hour. It ensures that the intended message reaches the customer even if a call is not answered, potentially increasing callback rates.
- Customizable IVR (Interactive Voice Response). This feature supports multiple languages and can be set up to handle various types of inquiries, guiding callers through a series of options and directing them to the appropriate department or information.
Use Cases
- Sales Acceleration. CloudTalk’s Smart Dialer helps sales teams increase their outreach efficiency, leading to higher engagement rates and improved sales conversions.
- Customer Support Optimization. With features like customizable IVR and real-time dashboards, CloudTalk enhances the ability to manage large volumes of inbound queries, improving resolution rates and customer satisfaction.
- Remote Work Adaptability. CloudTalk’s cloud-based nature makes it ideal for remote or distributed teams, ensuring that customer service quality remains high regardless of the agents’ locations.
Pricing
- Starter. $25 per user/month.
- Essential. $30 per user/month.
- Expert. $50 per user/month.
4. Sprinklr
Sprinklr is a comprehensive ‘Customer Experience Management (CXM)’ platform that extends its capabilities into call center quality assurance through social media interactions and other communication channels (email, and chat services). This allows businesses to maintain a unified view of customer interactions across all channels, ensuring consistency in service quality and responsiveness.
A major highlight of Sprinklr is its advanced AI capabilities, which include sentiment analysis and machine learning algorithms designed to enhance the customer interaction process. These technologies enable real-time insights and recommendations, helping agents to respond more effectively to customer needs and emotions.
Features
- Sprinklr Voice. A dedicated module for voice analytics that includes features like speech recognition and sentiment analysis to gauge the emotional tone of voice-based interactions.
- Modern Care. Sprinklr’s Modern Care feature includes tools for automated responses, sentiment analysis, and suggestion engines that recommend actions to agents in real-time. This functionality enhances agent productivity and consistency in responses, allowing for scalable and efficient handling of customer inquiries.
- AI-Driven Routing. Automatically directs customer inquiries to the most suitable agent based on their skills and previous performance with similar issues. This routing is powered by advanced machine learning algorithms that analyze the nature of the inquiry and the available agents’ expertise, ensuring that customers receive the most effective support possible.
Use Cases
- Omnichannel Customer Service. Sprinklr excels in managing service quality across multiple digital platforms, ensuring consistent responses and high satisfaction rates.
- Customer Sentiment Analysis. Utilizes AI to understand and react to customer emotions, improving the personalization and effectiveness of responses.
- Efficiency in Issue Resolution. Automated workflows and AI-driven insights help reduce the time needed to resolve customer issues, enhancing overall efficiency.
Pricing
- Sprinklr Service. $249 per seat/month.
- Sprinklr Social. $299 per seat/month.
- Sprinklr Insights. Request quote.
- Sprinklr Marketing. Request quote.
5. MaestroQA
MaestroQA is a software platform that focuses on enhancing agent training and feedback. It bridges the gap between customer service interactions and quality management through detailed evaluation and scoring systems that help managers enforce and maintain high service standards.
The solution integrates with CRM systems and various communication tools to provide a seamless experience. This approach facilitates real-time feedback and coaching — all of which helps drive continuous improvement in agent performance.
Features
- Agent Coaching. Enables supervisors to schedule coaching sessions based on specific interaction reviews and integrates these sessions into the agents’ workflows.
- Grading & Scoring System. Allows managers to evaluate agent performance based on predefined criteria. With this, managers can create customized scorecards that can assess various aspects of customer interactions, such as communication skills, adherence to protocols, and problem-solving effectiveness.
- Dispute Resolution. Features a built-in mechanism for agents to request reviews of their scores in order to understand their performance better.
Use Cases
- Targeted Agent Training. MaestroQA identifies specific areas where agents can improve, allowing for targeted training sessions that directly address individual weaknesses.
- Performance Benchmarking. The platform’s grading and scoring system helps establish performance benchmarks, ensuring that all agents meet the desired standards of customer service.
- Enhanced Customer Satisfaction. Real-time feedback and continuous improvement lead to better customer interactions, directly impacting customer satisfaction and loyalty.
Pricing
- Please contact MaestroQA for more information about pricing.
6. Scorebuddy
Scorebuddy is an all-in-one contact center quality assurance solution. It focuses on providing detailed analytics and performance insights that enable businesses to improve customer service. For example, Scorebuddy tracks multiple metrics across various channels like phone, email, and chat, providing a complete overview of customer interactions.
Managers using Scorebuddy can tailor scoring cards and metrics to fit the specific needs of their service teams. This level of customization helps ensure that the feedback provided is relevant and actionable, directly contributing to enhanced service quality and agent development.
Adding to this, its integration with various CRM systems further enhances its functionality, linking quality assurance metrics with customer data for a comprehensive view of the customer experience.
Features
- Scorecard Builder. Scorebuddy’s intuitive Scorecard Builder lets you create customized scorecards for evaluating various interactions, including phone calls, emails, chats, social media responses, and complaint handling. Set up as many different scorecards as needed.
- Agent Engagement. Agents receive their own dashboards showing quality scores and coaching tips from evaluators. They are alerted when a new score is submitted, and you can allow them to self-score if desired.
- QA and CSAT Dashboard. Survey results are linked with individual agents’ QA scores, displaying them alongside customer satisfaction score & feedback. Agents can view customer comments directly on their dashboards, establishing a clear connection between their performance and customer satisfaction.
Use Cases
- Comprehensive Quality Management. Scorebuddy is used to manage and improve quality assurance across multiple channels, ensuring that every customer interaction meets the highest standards.
- Agent Training and Development. The detailed feedback and custom scorecards are crucial for training programs, helping agents understand their performance and areas for improvement.
- Performance Analysis. Real-time reporting allows managers to quickly identify trends and issues, adjusting strategies and resources to better meet customer needs.
Pricing
- Please contact Scorebuddy for more information about pricing.
7. Talkdesk
Talkdesk is a cloud-based call center solution that offers extensive features to enhance customer service operations and agent productivity. With the use of AI, it provides real-time analytics and actionable insights that help optimize customer interactions and improve service outcomes.
It’s also highly scalable, making it suitable for businesses of all sizes, from small startups to large enterprises, and it supports a wide range of communication channels including voice, video, SMS, and social media. This is further supported by Talkdesk’s advanced automation features that reduce the workload on agents by handling routine inquiries and tasks, allowing them to focus on more complex customer needs.
Features
- Speech Analytics. Uses advanced AI to analyze voice interactions in real-time. It identifies key phrases, sentiment, and regulatory compliance risks, providing actionable insights that help improve agent performance and customer satisfaction.
- Talkdesk Quality Management. Allows managers to create custom scorecards that can be used to assess agent interactions based on specific criteria, facilitating consistent and objective evaluations.
- Workforce Management. Integrates tools for scheduling, forecasting, and real-time adjustments, helping to optimize workforce allocation based on interaction volume and agent availability.
Use Cases
- Secure Data Handling. With robust security measures and compliance mechanisms, Talkdesk ensures that all customer interactions are conducted in a secure and compliant environment.
- Quality Control and Training. Speech analytics and real-time feedback are instrumental in training agents and maintaining high-quality standards in customer service.
- Efficiency in Resource Management. The workforce management tools allow for efficient scheduling and resource allocation, improving overall operational efficiency.
Pricing
- CX Cloud Digital Essentials. $85 per user/month.
- CX Cloud Essentials. $85 per user/month.
- CX Cloud Elevate. $115 per user/month.
- CX Cloud Elite. $145 per user/month.
8. Calabrio ONE
Calabrio ONE is an integrated contact center software suite designed to improve customer experiences and streamline agent workflows. It combines workforce optimization (WFO) and analytics, featuring functionalities such as call recording, quality management, workforce management, analytics, and advanced reporting tools. These allow organizations to capture and analyze customer interactions across multiple channels, including voice, email, chat, and social media.
In addition, Calabrio ONE utilizes powerful analytics to provide insights into customer sentiment and agent performance. A key feature is its automated quality management system, which employs advanced algorithms to assess agent interactions and pinpoint improvement areas.
Features
- Multi-channel Contact Handling. This feature supports a unified approach to handling contacts across various channels including voice, email, chat, and social media.
- Automated Quality Management (AQM). This feature simplifies the process of evaluating contact center agents and customer interactions. AQM automatically selects calls for review based on predefined criteria, reducing the manual effort required in traditional quality management.
- Workforce Management (WFM). Includes tools for forecasting, scheduling, and real-time staffing adjustments. This helps ensure that the right number of agents with the right skills are available at the right times, reducing wait times and improving service levels.
Use Cases
- Optimized Agent Performance. The platform’s analytics and workforce management capabilities enable precise monitoring and optimization of agent schedules and performance.
- Enhanced Customer Insights. By aggregating data from multiple sources, Calabrio ONE provides detailed insights into customer behaviors and preferences, facilitating tailored marketing and service strategies.
- Quality Management. Calabrio ONE offers robust tools for monitoring and evaluating agent performance. This includes recording calls, capturing screen activity, and providing quality scores.
Pricing
- Please contact Calabrio ONE for more information about pricing.
9. Playvox
Playvox is another cloud-based quality assurance software tailored for call centers to enhance agent engagement, improve performance, and boost customer satisfaction. The platform provides tools for monitoring and improving the quality of customer service interactions across phone, email, chat, and social media.
Playvox offers various quality assurance features, enabling managers to create custom quality forms to assess agent interactions. It supports automated scorecards, real-time feedback, and detailed analytics to track performance trends and identify agent development needs. For example, it automates the auditing of customer interactions, and identifies patterns and trends that require attention, such as regulatory compliance risks or common customer complaints.
Features
- Playvox AutoQA.
- Comprehensive Sentiment Analysis. Measures customer sentiment across all text-based interactions, enabling root cause analysis of sentiment scores.
- Targeted Quality Scoring. Utilizes sentiment scores and topic categorization to prioritize and filter workloads, focusing quality assessments on crucial areas.
- Enhanced Interaction Insights. Employs AI for interaction scoring and leverages topic clouds for identifying and analyzing key contact drivers.
- Pre-built Connectors. Allows for the automatic distribution of tasks using pre-built connectors, suitable for various evaluation methods. It integrates with CRM and CCaaS systems to quickly locate interactions. Users can also set periodic (daily, weekly or monthly) goals to maintain consistent and efficient workflows.
Use Cases
- Agent Engagement. Playvox provides gamification elements like points, badges, and leaderboards to motivate agents by turning work into a more engaging and competitive activity.
- E-Learning. As part of its training module, Playvox offers integrated e-learning solutions that agents can access to improve their skills at their own pace, which is especially useful for remote or distributed teams.
- Trend Analysis. Playvox collects data over time, allowing managers to detect trends and patterns in agent performance. This can help in predicting future agent behaviors and adjusting training programs accordingly.
Pricing
- Please contact Playvox for more information about pricing.
10. Tethr
Tethr is an AI-powered conversation intelligence platform designed to analyze customer interactions and provide actionable insights to improve business outcomes. This automatic categorization helps in identifying trends, sentiment, and the root causes of customer satisfaction and dissatisfaction.
For example, Tethr can detect emotional cues and conversational dynamics that may indicate a customer’s frustration or potential churn risk. By analyzing these interactions, it provides recommendations for operational improvements and personalized customer engagement strategies.
Tethr’s capabilities also extend into deep data analysis, transforming unstructured customer interaction data into structured, insightful information. This enables organizations to enhance customer experience, compliance, and overall operational efficiency.
Features
- Custom Scoring System. Allows you to create a custom scoring system that includes weightings from both automated data analysis and manual human evaluation.
- Coaching and Feedback. Offers tools for targeted coaching based on specific insights gathered from conversation analysis, enhancing agent skills and effectiveness.
- Sentiment Analysis. Analyzes emotional tones in customer communications to better understand their experiences and expectations.
Use Cases
- Compliance Monitoring. It ensures that conversations between agents and customers adhere to regulatory guidelines, reducing the risk of non-compliance and potential penalties.
- Issue Resolution Time Reduction. By analyzing conversations, Tethr helps identify common bottlenecks in issue resolution, allowing for process optimization that reduces overall resolution times.
- Quality Assurance Automation. Tethr automates many aspects of the quality assurance process, such as scoring calls and flagging interactions that require human review, thus increasing the efficiency and scalability of quality assurance efforts.
Pricing
- Please contact Tethr for more information about pricing.
What to Look for in Call Center Quality Assurance Software
Agent Monitoring
When evaluating call center quality assurance software, it’s crucial to assess its agent monitoring capabilities. Effective software should allow supervisors to observe and analyze agent interactions in real time and across all communication channels.
This feature enables managers to ensure that agents adhere to protocols and consistently provide quality service. The ability to monitor agent performance closely helps identify areas for improvement and ensures that agents deliver a consistent customer experience.
Agent Productivity Tracking
Productivity tracking is another vital feature to look for in a call center quality assurance software. This functionality should provide detailed analytics on each agent’s performance metrics, such as call handling times, wait times, and resolution rates.
Supervisors can better understand productivity trends and pinpoint efficiency bottlenecks by tracking these metrics. Effective productivity tracking helps optimize workforce allocation and enhance overall operational efficiency, leading to improved customer service outcomes.
Agent Coaching
Opt for solutions that offer features that allow you to create coaching sessions directly from call recordings and analytics. These tools should enable managers to provide targeted feedback and training to agents, helping them enhance their skills and performance. Effective coaching tools are essential for continuous professional development and elevating the call center’s overall performance.
Build Custom Scorecards
A custom scorecard feature enables managers to tailor evaluation criteria based on specific goals and metrics relevant to their operations. Ensure these scorecards are flexible enough to accommodate various interaction types and service standards. By building custom scorecards, supervisors can more accurately measure agent performance against predefined standards, ensuring that assessments are both relevant and objective.
Compliance Checks
Ensure you opt for call center quality assurance software that automatically scans and flags any regulatory compliance issues in real time, such as data security breaches or failures to follow industry-specific guidelines. This feature helps protect the organization from legal risks and builds customer trust by safeguarding their data and privacy.
Protect Your Call Center and Customer Data with Intelligent User Activity Monitoring
Teramind is the top solution for enhancing security and quality service in call centers. By implementing Teramind, organizations benefit from its robust user activity monitoring capabilities that protect sensitive customer data and ensure compliance with regulatory standards.
Choose Teramind to Help You:
- Identify High and Low Performers. Teramind provides robust analytics that help you identify your team’s highest and lowest performers. By examining detailed activity logs, you can see the specific actions and behaviors contributing to superior or subpar performance, allowing you to effectively tailor coaching and training initiatives.
- Track Focus Time and Idle Time. Use Teramind to monitor when agents are actively engaged with their tasks versus when they are idle. By analyzing patterns of focus and downtime, you can make informed decisions about workload distribution and identify opportunities for improving productivity.
- Label Websites, Applications, and Activities. With Teramind, you can classify websites, applications, and other activities as either productive or unproductive. This helps in analyzing how agents allocate their time between different tasks, providing insights into their productivity and areas for improvement.
