Any modern customer care team needs call center quality assurance software. However, the days of manual QA over spreadsheets are long gone. Instead, contact centers that want to improve the quality of their service are switching to CRM-integrated software.
With the spotlight shining brightly on the customer service business, offering excellent service has never been more crucial. As a result, businesses invest more than ever in call center quality assurance software to gain a competitive advantage.
However, each team has its own set of quality standards, and there are several QA software alternatives are available. So, here’s a quick checklist to help you make the best decision for your team.
Things to Consider before Investing in a Call Center QA Software
Choosing a QA tool for your agents might be a difficult task. So, before you make your final decision, you should ask yourself a few questions. Is it simple to operate? Is it reasonably priced? Will it be able to scale as our team grows?
Knowing answers to such questions will make the decision process easier and guarantee that you get the right software for your team.
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Standalone or Integrated
One of the essential aspects of call center quality assurance software that is sometimes ignored is whether it is a standalone or integrated product. Here’s how the two are different.
Standalone: This type of software simply does quality assurance. These tools concentrate on the finer points of the quality assurance process. However, they are mostly disjointed with the rest of your performance measures.
Integrated: A piece of software that offers quality assurance as part of a larger performance package. These tools are generally less thorough, but they provide a 360-degree perspective of your performance with all your information in one location.
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Features It Must Have
Like many other software nowadays, call center QA software are constantly evolving in terms of complexity and functionality. While these developments can assist with quality, sometimes the simplest solution is the best.
Regardless of your decision, here is a list of 5 QA features that must be included:
Integration with a helpdesk: This is unavoidable. To enable a successful QA process, your software must be thoroughly connected with your selected helpdesk. Examples are Mind Workplace, Zendesk, Salesforce, and many others. This means you can access all your information and rating features without ever leaving your CRM.
Multiple Channels: Some QA software can just monitor a single channel, such as a phone call or an email. Your tool must be able to monitor numerous channels simultaneously to provide a holistic view of your quality. This necessitates a tool that can be entirely customized to meet your channeling requirements.
Real-time data: Make sure your program gives real-time data and feedback. This helps you quickly identify problem areas and address them before they become regular.
Measurability: Improving service quality is pointless if you can’t quantify it. Your QA software should provide a customizable weighting and scoring system to define what quality means to your team.
CSV Export: Even though spreadsheets are becoming obsolete, they might be helpful in providing quality measurements in a report. A CSV export is required to eliminate time-consuming transfer work before a presentation.
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Mobility and Scalability
For every successful customer service team, growth is unavoidable. Unfortunately, in a BPO, there’s also a good likelihood that your coworkers are spread out across several regions and time zones. When making your choice, keep your team’s projected expansion and make sure your QA software can accommodate it.
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Pricing of the System
One of the most significant factors to consider when choosing your ideal quality monitoring equipment is whether it works within your budget. However, just as with features, it is important that you only pay for what you need to prevent wasting money.
There are a few key questions to consider when determining the price of your tool:
- Is there a price mechanism in place, and is it scalable?
- Is there a fee for onboarding or training?
- Finally, what is the expected return on my investment?
Along with your budget analysis, answer these questions. This will assist you in determining which option offers the most value for money and is the best fit for your team’s needs.
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Usability
For most of your agents, the QA software you choose will become an essential part of their daily routine. As a result, the tool must be pleasurable and straightforward to use.
The most effective method to gain a feel for a tool is to use it. The most accessible approach to acquiring hands-on experience is to schedule a product demo or try out the tool for free. You should be asking yourself the following questions when utilizing the tool:
- What is the timeline of the onboarding process?
- Does it need ongoing training with its workforce management software?
- Is this something you could see your agents using regularly?
- What resources are available to assist you? (support center, channels of communication, case studies)
The Final Words
Choosing the right contact center quality assurance software for your staff is imperative. So, while making a decision, following these tips will help eliminate the possibility of making a mistake. If you plan and invest properly, your new tool will help you give the most excellent quality service possible with the least amount of work.
