Must-Have Features for Effective Call Center Quality Management

Are your call center operations struggling to maintain consistent quality? 

In today's competitive landscape, relying solely on manual oversight isn't enough.

Telecalling companies require an ideal environment to maintain efficiency and effectiveness in their operations. This doesn’t just stop at hiring talented agents or giving them the tools they need; supervision, review, and feedback are essential components that often go unnoticed. 

One key factor in implementing these components is call center quality management software (CCQMS).

These quality processes have been manual tasks since the dawn of call centers in India, but as industries evolve and modernize, so have call centers. Automation isn’t just a fancy word anymore; it’s a necessity that demands your attention if you want to achieve a superior customer experience.

But how do you choose? Everyone offers their own version of call center quality management software; some do it all, but how do you know if they are the right fit for you? 

Worry not! This guide is here to help you make that decision. By the end of this blog, you will know all there is to know about CCQMS and how you can choose the right fit for your business.

What is Call Center Quality Management Software?

Call centers no longer compete on agent volume or turnaround times. With changing tides, more and more businesses are demanding best-in-class customer experience as their primary demand when outsourcing.

A CCQMS works on predefined criteria and metrics to monitor these customer-agent interactions to ensure optimum customer experience. This includes measuring and monitoring agent performance, call quality, speech analytics, quality assurance, etc.

The CCQMS ensures that the customer experience is optimal when they are called. Such management software guarantees that all queries are resolved on time and with ease, meeting the customer's needs while maintaining high QA standards.

Exploring Types of Call Center Quality Management Software

When faced with the task of call center quality management, you have two options. Either you hire a team of quality analysts and auditors to audit your system manually or you use an automated quality management software. Each with its own advantages; let’s see what’s the difference between the two:

Manual Quality Management Software

Manual Quality Management Software counts on human expertise and sensibility to evaluate customer-agent interactions. 

Here you get a deeper understanding of context, tone, empathy, and human nuance that you want to find in any software. But at the same time, this process can be extremely tedious, time-consuming, and costly if you’re on a budget.

Automated Quality Management Software

Automation gives you a good mix of AI, ML, and text-to-speech analytics to evaluate interactions at scale. This is great for large volumes of calls, chats, and emails where you have predefined quality metrics in place. Scalability is easy, and you never really have to worry about consistency, as AI is always an unbiased evaluator.

On the downside, complex interactions tend to get lost in translation when there isn’t a human component to understand tone, nuance, and empathy. So ensuring a good mix of manual and automated QMS might just be the answer.

Top Features of Call Center Quality Management Software

An effective call center quality management software should encompass a range of features that address various aspects of call center operations. Here are the essential features to look for:

1. Call Recording:

• Functionality: Records customer-agent interactions for review and analysis.
• Benefits: Ensures compliance with regulatory standards, resolves disputes, and serves as a training resource.

2. Speech Analytics:

• Functionality: Analyzes spoken words and phrases to identify trends and customer sentiments.
• Benefits: Detects issues like compliance breaches or customer dissatisfaction and provides insights for improving scripts and agent performance.

3. Agent Performance Tracking:

• Functionality: Measures KPIs such as Average Handling Time (AHT), First Call Resolution (FCR), and customer satisfaction scores (CSAT).
• Benefits: Tracks agent productivity, identifies high and low performers and facilitates targeted coaching practices.

4. Customer Feedback Collection:

• Functionality: Gathers feedback through post-call surveys and other channels.
• Benefits: Measures customer satisfaction, identifies pain points, and helps refine processes to enhance the customer experience.

5. Quality Scoring and Evaluation:

• Functionality: Automates the evaluation of call quality based on predefined criteria.
• Benefits: Ensures consistent quality standards, facilitates performance reviews, and supports targeted training initiatives.

6. Reporting and Analytics:

• Functionality: Generates detailed reports on call center metrics and trends.
• Benefits: Provides actionable insights for decision-making and tracks progress towards quality and operational goals.

Benefits of Call Center Quality Management Software

Implementing an effective call center quality management software can elevate your business operations with exponential results. Here are some of the key benefits that should reflect once you automate your quality management processes:

Improved Customer Satisfaction

Loyal customers are a better marketing vehicle than any channel out there, but how do you get loyal customers? You ensure they are satisfied with your services. With a CCQMS, you consistently deliver high-quality interactions that keep customers coming back. 

Operational Efficiency

A call center has multiple moving parts. CCQMS keeps everything running smoothly. From reduced resolution times to automating quality checks and performance evaluations, quality management software gives you a sense of control over your call center operations.

Cost Reduction

Automated QMS means that you no longer have to spend on hiring an entire team for quality assurance. A one-time software setup is all you need to get started with and you are good to go. This reduces operational costs and helps you direct funds to areas that might need greater attention, like agent coaching and telecalling infrastructure.

Brand Reputation

Efficiency and consistency equate to a good brand reputation. How do you ensure consistency in customer-agent interactions? You employ call center quality management software. It acts as a system of checks and balances, pointing out the areas that may require your immediate attention. This leads to immediate resolution and, hence, happy customers, which in the long run, translates to a fortified brand reputation.

SquadStack’s Approach to Call Center Quality Management

Understanding the Quality Management Software at SquadStack

SquadStack’s QualityAI can become your partner in call center quality management. AI drives our entire quality assurance procedure. For call quality intelligence, the Automated Quality Check (AQC) engine is miles ahead as it simplifies and improves the entire process. In contrast to conventional quality management software, which tends to be pricey and slow, SquadStack's AQC does not require human intervention at the initial stages. This means that you can promptly scale up as needed and receive prompt, precise assessments.

How SquadStack Does Call Quality Management Software Differently

With many options available in the market for quality management, what factors should you look out for? Below, we have summarized a list of features that you will typically find in call center quality management software in the market and how SquadStack does them differently:

Ready to take your call center to the next level? Explore SquadStack's QualityAI and see how our advanced technology can step up your call center quality management processes. Schedule a Demo today and and see firsthand how SquadStack’s QualityAI can elevate your quality management processes!