Etech Global Services 
For leading brands, call centers play a vital role in providing customer support and enhancing the overall customer experience. To sustain higher customer satisfaction, call centers need to continuously evolve and capitalize on their full potential. Exploring effective strategies to help unleash a call center’s full potential and elevate it to new heights can be challenging and that is where call center quality monitoring software steps in.
Advanced contact center quality monitoring solutions and agent performance management software leverages the power of artificial intelligence to revolutionize call center operations. Hence, leading brands have started to adopt call center quality monitoring solutions to get a competitive edge, improve customer service, and sustain in the marketplace.
While choosing a call center quality monitoring software,
here are some of the features to look for:
1. Monitor Call Center Agent KPIs (Key Performance Indicators)
Do you like receiving alerts that empower you to act when it is needed the most? For the success of any call center, it is important that the call center agents excel at their KPIs. A good call center quality monitoring software keeps track of the agent’s KPIs and regularly updates whether the KPIs are met or not.
2. Built-in Coaching
For agents to perform consistently well and meet all their KPIs, it is important that their knowledge gaps are addressed regularly. The best contact center quality monitoring software will produce built-in coaching capabilities so that agents’ coaching is integrated with their performance, and it gets logged and retained within the system.
3. 360° Agent Performance Evaluation
Call center quality monitoring solutions play a significant role in the 360° view as it allows us to evaluate an agent’s performance from multiple angles. Invest in quality monitoring software that offers valuable insights into agent behaviors, communication skills, problem-solving abilities, and adherence to established protocols.
360° agent performance evaluation is crucial as it ensures a holistic assessment of agents’ strengths, weaknesses, and coaching needs; helping organizations to streamline their processes and improve customer experiences.
4. Real-Time Reports with Near-instant Alerts
Real-time reports with near-instant alerts provided by call center quality monitoring software enable managers and supervisors to proactively address and resolve issues and provide on-time coaching. This software improves agent performance, enhances operational efficiency, and leads to improved overall customer experiences.
5. Monitoring 100% For Customer Interactions
Monitoring 100% of customer interactions manually is difficult to achieve, however, an efficient call center quality monitoring solution makes it simple. By combining call recording, automated monitoring & scoring and speech & text analytics, call center quality monitoring software enables call centers to monitor 100% of customer interactions. With real-time monitoring and random sampling, brands can drive necessary improvements.
6. Instant Compliance Breach Alerts
Your call center quality monitoring software should be fully efficient to detect compliance breaches and provide instant alerts to designated team members. This way compliance breaches can be taken care of on time and the contact center agents can be provided required guidance to avoid such breaches in the future.
7. Artificial Intelligence, Big Data & Automation Capabilities
With the ever-evolving business landscape, AI and automation capabilities are a must-have feature in call center quality monitoring software. These groundbreaking technologies improve the efficiency and effectiveness of the contact center quality monitoring process.
With the help of these technologies, brands can generate meaningful features out of human interactions, identify actionable insights, and predict future outcomes effortlessly. This makes otherwise complex data simple and visible. As a result, AI and automation capabilities empower organizations to enhance customer satisfaction, improve employee experience, and drive desired business outcomes.
8. Cloud-Based Solution
Cloud-based quality monitoring software is the need of the hour in the call center industry. This will allow businesses to leverage the scalability, flexibility, and cost-effectiveness of quality monitoring solutions and further eliminate the need for on-site installations which will save time and resources.
9. Customizable and Unlimited Evaluation Forms
While evaluating agent performance, it is necessary to have flexibility to add multiple parameters. The availability of customizable and unlimited evaluation forms is a key feature to look for in a call center quality monitoring solution.
Having customized and unlimited evaluation forms provides tailored evaluation criteria, flexibility, and adaptability to changing needs. It also allows for comprehensive assessment, comparative analysis, and supports data-driven decision-making. This helps improve agent performance and the efficiency of the call center operations.
10. Evaluate Omni-channel Interactions
With ever-evolving customer preferences, brands are utilizing multiple customer engagement channels for resolving customer concerns. When customers are reaching out to a brand via different channels, it becomes increasingly important to have a call center quality management platform in place that can evaluate omnichannel communications. This helps in catering to different communication channels and efficiently monitoring performance across all channels.
11. Prepare Holistic Scorecards
The best call center quality monitoring software must let you create holistic scorecards. As these scorecards reflect the staff’s performance from multiple points of view. Although this is a primary feature, it must also have easy-to-edit and update options.
12. Flexible Scoring Methods
You should not have limited options for rating call center agents’ performance. Each call center is different and has set criteria to address. Hence, having a contact center quality monitoring solution that offers flexible scoring options becomes crucial. The best call quality monitoring software allows the users to create and configure scoring and weigh criteria per business goals.
Moreover, having flexible scoring methods in a call center quality monitoring solution allows organizations to align the evaluation process with their business goals, modify evaluation criteria, maintain consistency, and support agent development to drive continuous improvement.
13. Interactive Agent Dashboards for Individual Performance Management
Interactive agent dashboards for self-performance management in call center quality monitoring software play a pivotal role when it comes to providing real-time visibility into an agent’s performance metrics and key performance indicators. As a result, agents can see their strengths and weaknesses, and empower themselves to take actions to improve.
14. Informative Supervisor Dashboards for Reviewing Team’s Performance
To enable leaders to act in critical situations, it is necessary to arm them with insights. Effective supervision is important to ensure quality and consistent deliverables. Having an informative supervisor dashboard in your call center quality monitoring software empowers supervisors to review their team’s performance and provide them with the required assistance and coaching.
15. Insightful Executive Dashboards for Overall Performance Management
As a head of contact center operations, it is necessary to have hold of detailed information about your contact center performance. An insightful executive dashboard is a must-have feature to look for in call center quality monitoring solutions as it has a critical role in managing your contact center’s overall performance.
These dashboards provide a comprehensive view of key performance indicators and metrics, enabling executives and managers to make well-informed data-driven decisions and track the overall performance of the call center.
16. Program and Location-Based Analytics
Program and location-based analytics increase the effectiveness of contact center quality monitoring software. Location-based analytics give the ability to identify center wise trends, patterns, and challenges whereas program-based analytics provide insights and performance metrics based on each program.
Investing in call center quality monitoring software that provides program and location-based analytics empowers call centers to drive performance improvement and optimize resource allocation better.
17. Alerts for Agents and Supervisors
What about having a system that alerts you to any critical update? The best call center quality monitoring solution should send notifications to agents and supervisors during set measures to ensure effective communication, prevent issues from becoming critical, and combat compliance violations.
18. Calibration
The calibration feature in call center quality monitoring has significant importance since it promotes consistency, accuracy, and fairness in evaluating agent performance. Moreover, calibration as a key feature of quality monitoring software enables call centers to standardize scoring and support training and development initiatives.
19. Identify Agent Specific Coaching Opportunities
Do you want to identify specific areas where your agents are struggling and need support? An effective quality monitoring solution can identify agent-specific coaching opportunities. This enables supervisors to provide targeted coaching to agents to improve their skills, enhance performance and aid their professional development.
20. Provide Personalized Coaching
The inbuilt personalized coaching capabilities of a contact center quality monitoring solution enable supervisors to provide personalized coaching for call center agents based on their performance, skill levels, and development needs.
Providing personalized coaching is essential for agents’ growth, improving their performance as well as the overall quality of customer interactions.
21. Understand Customer Sentiments
To grow, every organization must have a deep understanding of customer sentiments. It may not be easy to grasp all customer sentiments manually, but it can be made easy with a call center quality monitoring software. The best contact center quality monitoring solution helps in understanding customer sentiments by capturing and analyzing customer interactions and incorporating sentiment analysis techniques.
22. Seamless Integration Capabilities
Seamless integration capabilities are an important feature to look for in call center quality monitoring software because it allows for the easy integration of the software with other call center systems, such as CRM, IVR, CTI, Dialer, or Speech Analytics platforms. Integration resolves challenges of evolving business dynamics that demand flexibility and compatibility with different platforms.
23. Security and Compliance
The call center quality monitoring software must be a secure system that meets the highest security standards to stay safe from breaches and keep the customers’ data secure. In the absence of secure contact center quality monitoring software, crucial data can be compromised, risking brand value and reputation.
24. Outline Reasons for Compliance Failure
With a huge amount of crucial data involved, call centers are prone to compliance failures; however, the real concern arises when the root cause behind those failures is not identified. The best call center quality monitoring software should not only give alerts for compliance breaches but also outline the reasons behind compliance failures. Based on evaluations, call centers can bring significant improvement to their people, processes, and technology to avoid compliance failures and prevent compliance violations.
25. Benchmarking Agent Performance
In the absence of a contact center quality monitoring solution, it is difficult for organizations to benchmark agent performance. With the help of such solutions, organizations can get an overview of all agents’ performance, and then drill down into individual agents to easily benchmark their performance.
26. Easy to Export Data
Call center quality monitoring solutions produce tons of data, however, to accurately analyze and present it, the data must be easily extractable. The best call center quality monitoring solution should allow exporting data in various formats such as Excel Sheets, PowerPoint Slides, PDF, XML etc.
27. Scalable
Another important aspect that one must keep in mind while choosing their contact center quality monitoring software is scalability. It must be fit for contact centers of all sizes, as contact centers can experience growth over time, both in terms of the volume of customer interactions and the number of agents. Scalable quality monitoring software is adaptable to ever evolving contact center’s needs.
While each call center has a different requirement from a call center quality monitoring solution, the above-mentioned are some of the key features not to be missed. If you are looking for comprehensive call center quality monitoring that offers the above-mentioned features and many others, then look no further, Etech’s QEval is all you need. Request a demo to learn more!
