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Glossary

What is Contact Center Quality Monitoring Software?

A call center quality monitoring software plays an important role in the improvement of customer experience quality. And, the quality of customer experience includes the performance of the call center representatives, customer support quality for products and services, and effectiveness and efficiency of the call center process. 


It captures all interactions including telephonic and computer activities between customer care representatives and customers. The software help companies to improve their customer service as any aberrations are detected and rectified by the quality teams of the organization. 


Additionally, it can also use to track a huge variety of key performance indicators (KPIs) to get the performance data and also provide a framework to take action. This software should measure everything including NPS ratings to customer surveys, productivity indicators, agent professionalism, problem resolution, and customer satisfaction. It is an ideal tool for call centers to enhance call quality and businesses.


Besides, it also provides reports that allow you to go into the details of your contact center to:


  • Figure out root cause analysis


  • Identify common hazards


  • Finding gaps in the training process


  • Identify agents who perform very well


  • And also show broken processes.

What are the Main Reasons that a Call Center Requires a Software to Manage the Quality?


When you buy and use a call center quality monitor software then it provides various leverages. This software helps you to enhance efficiency, provide better customer satisfaction, and also save money. These are the main reasons why 93% of call centers say that technology is vital to offer a better customer experience.


And quality monitoring software for the call center is the most powerful tool in your arsenal. By reviewing performance measurements on a daily basis, you may do the following:


  • Easily track hard and soft gains


  • Enhance customer and customer representative loyalty


  • Enhance the flow of customer


  • Improve the company’s revenue


  • Minimize customer attrition


  • Enhance customer spend


  • Improve engagement of agents


  • Improve customer representative’s productivity


  • Make incentives for agents so that they perform their best


  • Increase training of agents


  • Enhance the efficiency of operations


  • Increase external as well as internal collaboration

What are the Key Features of a Best Quality Monitoring Software for Call Center?


Well, here is a list of a few features of call center quality monitoring software. So, have a look at them!


  • Combine the experience of omnichannel


  • Integration of key platform


  • Result of real-time feedback


  • Supportable and customizable dashboards


  • Training and learning development



  • Excellent use interface (UI)


  • Complete updates and innovation on a regular basis


  • Cloud-based solutions



  • Offer free trails

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