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Call Center Quality Assurance Software for Better QA Management

Keep tabs on what’s happening in your call center in real time and how your team is performing with AI-driven QA management tools. Instantly identify improvement opportunities and make data-informed decisions on the spot.

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Optimize Your Call Center QA Process
With VoiceSpin’s AI-first Solutions

Streamline Your Quality
Assurance Process with
AI and Automation

While traditional call sampling can only reveal a snapshot of what’s happening – VoiceSpin’s call center QA solutions deliver much deeper insights with integrated AI speech analytics and automation. Speed up your entire QA process, making it more efficient and comprehensive.

AI-driven call center quality assurance software interface showing call details and transcription request options.
Customizable metrics setup in contact center quality assurance software with speech analyzer and CDR rules.

Monitor What’s Important
to Your Business with
Custom Rules

Set up custom rules and metrics to assess the quality of customer interactions based on your internal quality criteria and measure what’s critical to your business. VoiceSpin uses AI and NLP to analyze everything from script compliance and agent knowledge to customer sentiment and satisfaction.

Harness AI to Capture
Call Details or Dig Deeper
into Specific Interactions

View critical details of every inbound or outbound call without having to listen to call recordings or read transcripts. Simply go through AI-generated call summaries or ask an AI chatbot assistant to give you detailed feedback on specific interactions, saving hours of manual QA work.

Detailed call summary and transcription in call center quality assurance software for improved performance analysis.
AI chatbot assistant providing detailed feedback on customer interactions in contact center quality assurance software.

Identify Customers at Risk
and Prevent Churn Before
it Happens

Get in-depth insights into customer behavior, preferences, trends, and points of frustration to better understand what leads to customer dissatisfaction. Identify customers at risk and take immediate action to address their needs proactively, prevent churn, and improve customer retention.

Enhance Your Team’s
Performance with
Data-driven Coaching

Find gaps in your team’s knowledge and skills and provide well-rounded, actionable feedback based on automated QA evaluations of every call. Deliver highly targeted, data-driven coaching to boost your team’s efficiency and performance and improve customer experience.

Call center quality assurance software displaying agent performance metrics and call scores for quality assessment.

Integrates with the
Leading CRM Systems

Your team’s calling activity is automatically logged and synced into your CRM to reduce manual input.
VoiceSpin call center software seamlessly integrates with Zoho, Salesforce, HubSpot, and dozens of other
popular CRM systems.

Integrated with Zoho CRM Integrated with Salesforce Integrated with Hubspot Integrated with Pipedrive
Integrated with Zendesk Integrated with Keap CRM Integrated with Insightly Integrated with Zapier
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Stay on Top of Your Call Center’s
Efficiency with These Features

Real-time Dashboard

Get complete visibility into your call center activities in real time through a live dashboard. See active calls, calls in queue, abandoned calls, missed calls, and more at any given time.

Custom Reporting

Choose from ready-made or generate custom reports based on your specific preferences and track your most critical call center metrics and KPIs.

Live Call Monitoring

Join in on active calls to hear first-hand how your reps handle customer interactions with live call monitoring to better assess your team’s performance.

Call Recording

Record customer calls and leverage call recordings to enhance your QA and agent training. Discover improvement opportunities and refine your coaching.

Call Transcription

Review call transcriptions instead of having to listen to call recordings to have the entire context of each conversation whenever you need it.

Keyword Spotting

Track particular keywords and phrases and notify the right people through real-time alerts to prevent non-compliance issues and avoid costly penalties.

Ready to Accelerate Your Call Center QA? Try VoiceSpin Call Center Quality Assurance Software Now

Uncover hidden issues and bottlenecks that may be affecting CX and your team’s efficiency with AI-driven quality assurance and quality management tools and features. Book a demo call today to see how they work and how you can use them to improve your call center’s performance.

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Frequently asked questions

  • What is quality assurance in call centers and contact centers?

    Call center quality assurance refers to the process of ensuring that your call center operates in accordance with business standards and maintains high customer service quality. QA is used to evaluate agent performance, how well your reps adhere to your quality standards and compliance guidelines, and how efficient they are in handling customer interactions.

    That helps managers assess their team’s performance and identify knowledge gaps, process inefficiencies, and other improvement opportunities. At the same time, call center quality assurance provides insights into customer behavior, customer satisfaction, customer sentiment, common issues, and trends.

  • Why is quality assurance important in contact centers?

    Regular quality monitoring and quality assurance audits tell you what’s working well and what needs to be improved, enabling you to make better data-driven decisions, maintain operational efficiency, and keep your contact center agents performing at their best.

    More specifically, it helps you identify where your reps lack the knowledge or skills required to deliver consistently high service quality or meet their sales targets, enabling you to provide more targeted training and coaching. On the other side, call center QA helps you discover the key drivers of customer frustration and dissatisfaction so you can timely spot at-risk customers and prevent potential churn.

  • Why does AI matter in call center quality assurance?

    When done manually, call center quality assurance is time-consuming, resource-intensive, prone to errors, and subject to human biases and inconsistencies. On top of that, manual QA is limited by the number of calls human evaluators can review, which means only a small sample of your calls are being evaluated.

    AI can automate and optimize the entire call center QA process, making it much more effective, accurate, and cost-efficient. AI-powered QA solutions can analyze a large volume of customer interactions much faster than human evaluators while also eliminating subjective biases and ensuring that your reps are evaluated fairly based on the same set of standards.

  • How to choose the best quality assurance software for your call center?

    When selecting the best quality assurance software solution for your call center, you might want to consider several factors. Firstly, make sure the tool offers automation features and AI-driven capabilities so you can automate your quality assurance process (at least to some extent), making it faster and more efficient. Secondly, look for a QA software solution that can easily integrate with your existing business systems.

    And then you might also want to consider the vendor's reputation, the availability and quality of customer support, and pricing options. E.g., VoiceSpin call center QA software provides an array of AI features, integrates with dozens of CRM systems, and offers round-the-clock customer support. Book a demo call and talk to our sales reps to learn more.
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