Choosing the right quality assurance (QA) software for your contact center is more than just a technical decision—it’s about empowering your QA analysts and frontline managers/supervisors to drive meaningful improvements in customer experience and agent performance. The ideal QA software provides tools that streamline evaluations, foster actionable insights, and enhance collaboration between teams.
This 10-step checklist is designed to help you identify software that meets your contact center's unique needs while equipping your analysts and managers with the resources they need to succeed.
As you review the list, assess the significance of each step and option for your business, and assign appropriate weightings. Now, let’s explore how you can make a confident, informed choice.
1. Define Objectives and Requirements
Clarify Business Goals: Identify your specific QA objectives (e.g., enhancing customer satisfaction, compliance, agent training).
Determine QA Metrics: List key metrics to monitor, such as Empathy, Ownership, First Contact Resolution (FCR), CSAT, or compliance scores.
Assess Interaction Channels: Confirm the need for voice, email, chat, or social media coverage.
2. Evaluate Software Features
Multi-Channel Support: Ensure the software supports all communication channels your contact center uses.
Customizable Templates: Look for the ability to design custom evaluation forms and workflows.
Weighting: Ensure the ability to assign specific weights to each skill or requirement, including Auto-Fail capability.
Root Cause: Check that the scorecards can capture specific performance issues.
Scoring and Calibration: Assess tools for consistent scoring and calibration across QA analysts.
Quality Assurance Management: Evaluate the ability of the QA software to manage the frequent, number, and type of evaluation to be completed by individual agent. Including the tracking and reporting of quality assurance effort.
If your budget, time, and internal resources permit:
Speech Analytics: Look for automated transcription, sentiment analysis, and keyword tracking.
AI and Automation: Explore options with AI for automated scoring and anomaly detection.
3. Assess Usability
Ease of Use: Evaluate the user interface for intuitive navigation.
Onboarding and Training: Check for learning resources and ease of onboarding.
Speed and Reliability: Confirm the software performs efficiently under high workloads.
4. Reporting and Analytics
Data Export Options: Confirm the ability to export data in multiple formats for custom reporting.
Real-Time Reporting: Look for online, timely reporting that provide actionable insights at a glance.
Drill-Down Reporting: Assess the ability to dig deeper into specific interactions or issues.
Trend Analysis: Ensure the software can identify long-term patterns in performance at the Agent, Manager/Team, Contact Center, and Business levels.
5. Compliance and Security
Regulatory Compliance: Verify adherence to industry regulations like GDPR, HIPAA, and PCI DSS.
Access Controls: Assess role-based access and other security features to protect sensitive information.
Hosting Location: Confirm that the QA site is hosted in North America (or other location satisfactory to your organization).
Security Updates: Verify the frequency of security updates.
6. Scalability and Flexibility
Growth Potential: Ensure the software can scale as your contact center grows in size or complexity. Assess the impact of growth on pricing.
7. Vendor Support and Reputation
Customer Support: Evaluate the responsiveness of support channels (e.g., same day support).
Reputation and Reviews: Research the vendor's track record through customer reviews and case studies.
Implementation Support: Assess resources for implementation, including technical assistance and onboarding.
8. Implementation Timelines
Confirm that the estimated implementation timeline aligns with your plans.
Check for ongoing maintenance requirements and costs.
Assess vendor support during the implementation phase.
9. Trial and Evaluation
Free Trial or Demo: Request a trial period or demo to test the software in real-world scenarios.
Stakeholder Involvement: Include QA analysts, supervisors, and agents in the evaluation process.
User Feedback: Collect feedback from stakeholders to understand usability and effectiveness.
10. Cost and ROI
Transparent Pricing: Ensure clarity on pricing tiers and potential additional costs.
Value Assessment: Compare the software’s features and benefits against its cost.
ROI Calculation: Estimate the return on investment based on expected efficiency gains and performance improvements.
By addressing these key areas, this checklist will help you select the ideal QA software to empower your human analysts, improve quality assurance processes, and drive better customer outcomes.
VEREQUEST's goal is to help organizations keep the promises they make to customers and employees alike. Our third-party, quality monitoring service pairs VereQuest’s highly-skilled Coaches with our proprietary quality monitoring technology VQ Online™ to capture the level of detail you need to understand the experiences customers have when interacting with your call center agents — across all of your channels (calls, email, chat, video, etc.). The result is specific, actionable coaching insight that lifts and sustains performance. VQ Online™ is also available in a hosted SaaS model for internal quality monitoring teams.
The VereQuest Check-Up™ e-learning program is customizable for service, sales, and chat/email agents and the Coaches who support them. SCORM-compliant modules enable you to host your learning on your own LMS (or ours). Importantly, you pay no individual learner fees.
Get in touch with us today for a no-obligation demonstration and test run of our highly rated quality monitoring and e-learning - info@verequest.com
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