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Contact Centre Quality Assurance Software

When you understand agent behaviour, you can improve agent interactions. MaxContact’s quality assurance tools will allow you to do just that.

 
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Contact Centre Quality Assurance Software

Call Centre Quality Assurance Software is a type of software that is designed to help call centres to improve their overall customer service by monitoring and analysing agent and customer interactions.

The software can track various KPIS/metrics related to call centre performance, such as call scoring, agent coaching and performance reporting.

Why is Quality Assurance Software Important?

Quality assurance software plays a key role in ensuring that products or services meet high standards and customer expectations.

When you monitor, evaluate, and improve processes and outcomes, quality assurance software can help your business maintain consistency, reliability, and compliance across your operations.

One of the key benefits of quality assurance software is its ability to identify and rectify issues early in the production or service delivery process by preventing defects or errors from reaching customers.

Implementing control measures allows businesses can reduce the risk of product recalls, service failures, and customer complaints, ultimately safeguarding their reputation and brand integrity.

Moreover, quality assurance software provides valuable insights into performance metrics, trends, and areas for improvement, allowing businesses to make data-driven decisions and implement continuous process enhancements.

Businesses can simplify operations, enhance efficiency and drive cost savings by analysing quality data and identifying the root causes of issues.

Additionally, quality assurance software is compliant with industry regulations, standards, and certifications, ensuring that businesses meet legal requirements and maintain a competitive advantage in the marketplace.

When you demonstrate your commitment to quality and adherence to best practices, you can build trust with customers, partners, and stakeholders, allowing for long-term relationships and sustainable growth.

Overall, quality assurance software is essential for maintaining product and service quality, enhancing customer satisfaction, and driving business success.

It's important to have quality assurance software for many reasons. Not only can it help improve customer satisfaction but it can also help agent performance. 

From a business point of view it can help save operations costs and it also ensures both the business and call centre agents stay compliant.

Using Today’s Measurements to Improve Tomorrow’s Interactions

With every call recording, or interaction, saved on MaxContact you have the ability to review agent behaviours, train and improve on them for future interactions.

Using MaxContact’s Coaching & Monitoring tool will allow team leaders to listen in to agents’ calls, live from anywhere in the world. Leaders can monitor, coach the agent or join the conversation as a third party to guide the agent through the call.

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Are There Any Cons of Quality Assurance Software?

While a call centre quality assurance software offers numerous benefits, there are also some potential drawbacks or challenges associated with its implementation in a call centre environment.

Firstly, initial setup and integration of QA software can be time-consuming, requiring investment in technology infrastructure, training, and technical support.

Additionally, there may be a learning curve for agents and staff members who need to familiarise themselves with the software's features and functionality, which can impact productivity during the transition period.

Furthermore, QA software may have limitations in terms of customisation and scalability, particularly for contact centre with unique requirements or fluctuating call volumes. Ensuring that the software can adapt to changing needs and accommodate future growth is essential for long-term viability.

Lastly, ongoing maintenance, updates, and technical support may lead to additional costs, which can impact the overall return on investment of QA software implementation.

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Call Recording Storage

MaxContact doesn’t believe in limits – including limiting call recordings. With 100% call recording storage safely in Microsoft Azure for the life of the partnership, for no extra cost, you can be sure any particular recording is available when you need it.

Is Quality Assurance Software Affordable?

The affordability of Quality Assurance (QA) software depends on various factors such as the size of the contact centre, the features and functionality required, and the pricing model of the software provider.

While some QA software solutions offer cost-effective pricing plans tailored to the needs of small to medium-sized businesses, others may require a significant upfront investment, particularly for enterprise-level deployments with advanced features and scalability options.

Additionally, ongoing costs such as licensing fees, maintenance, updates, and technical support should be considered when evaluating the affordability of QA software.

While QA software can provide significant value in terms of improving operational efficiency, enhancing customer satisfaction, and driving business outcomes, organisations should carefully assess their budget and requirements to determine the affordability and return on investment of implementing QA software in their call centre environment.

Features You Will Love

Increase​

Quality Assurance Notes

Rank various parts of a call recording, apply notes and get an average score for the call, allowing trainers to give feedback and improve call centre performance.

Control​

Filtered Searches

Drill down and easily find the call recording you need with advanced filter searches. High volumes of call recordings can be difficult to manage, but not with MaxContact.

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Target Visibility

Set key targets which can be quickly highlighted on dashboards with MaxContact’s red, amber and green indicators.

Test

Dispute Resolution

Disputes can occur in contact centres but with 100% call recording and advanced filters, you can quickly find the related call, listen and advise on the appropriate outcome.

Quality Assurance - How It Works?

To understand the power of Quality Assurance Software, you need to understand your goals and what you  want to achieve. 

We work with you to build out your scorecarads and reports that will give you the insights to your calls. 

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What else do we offer?

Other Solutions Available

Check out what other solutions are available within MaxContact and how they can help grow your business.

Frequently asked questions

  • Define clear goals that you want the Quality Assurance software to identify and report on

  • Conduct regular audits and evaluate calls.

  • Based on data from the software, provide ongoing training to agents

  • Utilise the software to better understand your business and build strategies to drive business.

If you are a call centre making tens of thousands of calls a day, it would take you months to go through 1 day's worth of calls. Having Quality Assurance Software will allow someone to audit all calls within minutes and provide feedback to agents the same day.

Does your Contact Centre Platform measure up?

MaxContact is the ultimate Call Centre Software built entirely around your business's individual needs.

Whether it’s outbound, inbound, blended, Omni, or a mix of them all, you can manage multiple interaction channels via an easy-to-use management portal – all converged in one solution.

 

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