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Following Microsoft’s Global State of Multichannel Customer Service Report 2017, 97% of customers say that the level and quality of customer care are essential for their loyalty.
By transforming and innovating your call center QA and quality management process, you can be instrumental in helping to make the overall customer experience better.
The ISO paper on quality management (QM) principles mentions that the first rule and primary focus of QM are ‘to meet customer requirements and to strive to exceed customer expectations.’
That's one of the main reasons companies worldwide invest in customer and CX-related tech, like quality management software.
What is quality management software?
What is quality management software?
There is no single answer to this question, as there are many different types of quality management software available on the market. However, in general, quality management software is designed to help businesses manage and improve the quality of their products and services. This can include features such as quality control and improvement tools, as well as reporting and analytics capabilities.
Why is quality management software essential for CX-focused businesses?
The rapid change from a product strategy to service and experience-oriented one led to a series of changes in marketing and product development over the last 25 years.
Switching from creating fast-developing consumer product brands to (2) forming customer relationships through service marketing, and now to (3) creating appealing customer experiences - P.Klaus in his research ‘Customer Experience: Are We Measuring the Right Things?’
According to mainstream consumer paper, custom experience (CX) and customer satisfaction (CSAT) win when establishing and managing long-term customer relationships and improving retention.
As stated in work by Huify, attracting a new client costs 5 times more than keeping the existing one. And bringing up good quality service and customer care means majorly contributing to customer retention, CX, and CSAT.
“Quality is never an accident. It is always the result of intelligent effort.” – John Ruskin
Talking about the 'intelligent effort' in 2022, the effort of getting better service and support can be simplified and automated by various quality management software, artificial intelligence, and machine learning.
We offer to get acquainted with our selection of 6 best quality management software on the market in 2022.
1. Ender Turing
Pricing: starts at $39 per user/ month; quarter and annual payments are also available
AI-based: yes
G2 Rating: n/a
Capterra rating: n/a
User review: Tetyana Dashevska:
“Ender Turing Conversation Analytics technology, in particular the function that gives operators answer hints based on real-time analysis of client requests and integration with the bank’s knowledge base.”
The fastest-to-speech analytics software analyzes all customer inquiries, whether it is a call, a text, or an Email. It gives a deep insight into every interaction with a customer to eliminate the guesswork in quality assessment, which makes it one of the best quality management software for call and contact centers.
The managers can access the dashboard of every agent individually and see how they excel, what areas they should work on, and, most importantly, why. AI-based speech analytics also finds the root cause of repetitive inquiries, meanwhile increasing the FCR - the main KPI for most contact centers.
The main software features include
A real-time KPI dashboard for every agent separately or a team. The smart notification system alerts a supervisor if the custom level of the critical situation takes place in the call bringing customer care to a proactive level.
2. AI scoring
As the major time-saver for customer support supervisors, automated AI prescoring helps them assess more inquiries and saves room to coach their agents.
3. Agent coaching + feedback for every convo
The tool automatically identifies the best conversations according to the topic, type of inquiry, or any other custom settings or filters selected by the supervisor. These interactions or parts of them can later be collected into playlists for agents’ self-coaching. For example, if an agent has difficulties starting a conversation, then a team lead can simply assign a playlist with an appropriate selection of convos.
4. Sales performance boost & management
The software ensures the sales team's success can be replicated, which leads to higher sales results. By detecting the best salespeople and their skills, the managers can then use this knowledge to copy the winners’ behavior and develop the needed skills.
The sales managers can access the individual performance dashboard of every agent or team altogether any time. The performance panel is updated in real-time to knock any critical situation before it extends.
In general, Ender Turing spots the quality levels of both customer care and sales teams. And thanks to AI and ML, ET points out the areas for potential improvement.
2. Klaus
Pricing: starts from $13 per user per month
AI-based, advanced analytics: available for Professional & advanced subscription plans
G2 Rating: 4.7 out of 111 reviews
Capterra rating: 4.9 out of 17 reviews
User review: User in computer games on G2:
“What do you like best?
I like the simple interface and the option to track given and received reviews. Klaus is easy to work with and navigate through.
What do you dislike?
I haven't noticed any downsides, but one of the things that can be improved is the statistics page. I think it's a bit difficult to navigate through.”
Many of Klaus’ features are aimed at leveling up customer satisfaction and the quality of customer support. Easy-to-navigate QA dashboards, a pack of functions for coaching, and various rating scales for interactions serve as an all-in-one quality management platform.
Klaus features fall under the following categories:
- Quality assurance
- Coaching & learning of agents
- Analytics & trends
- Extra features (most of them are available for an ‘Advanced’ subscription plan)
As many users on G2 claim, the platform has an intuitive UI, an easy-to-use interface, great customer support, and awesome branding, recognizable at first glance.
3. Taldesk
Pricing: starts from $75 per user per month
AI-based, advanced analytics: yes
G2 Rating: 4.4 out of 1959 reviews
Capterra rating: 4.5 out of 690 reviews
User review: Tyler F. on Capterra:
“Overall: We needed a phone system which allowed our distributed team to take business calls on mobile numbers and not expose their personal phones. Talkdesk has empowered this use case, though we wish the apps were easier to use.
Product is full featured, including full ability to call anywhere (including internationally), digital voicemail, contact management, calling from a browser, analytics and performance statistics, and integration with CRMs. You can also receive incoming calls via phone line rather than just via data connection. Many customization options including business hours settings, which phone lines to ring in certain circumstances, and a call tree builder are also helpful.
Cons: For the longest time, Talkdesk did not have apps for iOS nor Android, but now it appears that they do as of October 2019. Even still, you need to activate the app via a technical support request, which is not a very user-friendly way to handle things. The web-browser based version occasionally hangs (nonresponsive) and a page reload is required, even though we are using a modern computer and modern browser. We've also noticed that the company's focus is shifting away from small customers and startups towards only enterprise customers, so the platform is not as easy to deploy or use for this segment as it was before.”
Talkdesk is a cloud-based call center software that helps businesses manage customer interactions. Talkdesk integrates with popular CRM software such as Salesforce, Zendesk, and HubSpot, making it easy for businesses to manage their customer interactions from a single platform.
It offers a variety of features, such as call routing, call recording, automatic call distribution, and real-time reporting.
Self-service experience: virtual agent & self-service authentication
Omnichannel engagement: voice/ digital engagement, routing, agent workspace, agent assist, conversation mobile app, omnichannel feedback
Workforce engagement management: workforce compliance & monitoring, WFM, knowledge & quality management, agent coaching & performance
Employee collaboration
CX analytics
Overall reviews about Talkdesk are quite positive since it solves most of the users' needs, from call recording to a deep analysis of all interactions. The only thing that bothers some Talkdesk clients is its price and that it might not be considered affordable by smaller companies or start-ups.
4. NICE CXone
Pricing: starts at $90-$100 per user per month
AI-based, advanced analytics: yes
G2 Rating: 4.3 out of 1558 reviews
Capterra rating: 4.2 out of 522 reviews
User review: Lin H. on G2:
“What do you like best?
NICE CXone omnichannel allows us to maintain constant communication with our clients.
Answer and make calls with a VoIP connection.
Sound clarity.
Scheduling callbacks to our customers.
Pre-built reports allow quick access to data.
Ability to manage our entire team remotely.
What do you dislike?
Some connectivity issues.
The user interface could be easier to use.
What problems is the product solving and how is that benefiting you?
Open cloud that integrates the best of omnichannel routing, analytics, workforce optimization, automation, and artificial intelligence.
Because it's cloud-based, it gives our agents flexibility and allowed us to get rid of an outdated desktop phone system.
Emails, chats and phone calls are always available.”
NICE CXone is an all-in-one customer experience platform that helps organizations deliver consistent, effortless, and personalized customer experiences across all channels. With CXone, organizations can use a single platform to manage all customer interactions, from first contact to resolution.
NICE CXone offers a number of features and benefits that can help organizations deliver superior customer experiences, including:
Live quality dashboards for teams and individuals to manage and control the level of every interaction and overall results.
An omnichannel customer contact center solution that assists organizations manage customer interactions across all channels, including voice, chat, email, social media, and more.
A robust set of analytics and reporting tools helps organizations gain insights into customer behavior and trends.
A robust set of tools and features that help organizations manage and automate customer journeys.
A flexible platform that can be customized to meet the unique needs of each organization.
NICE CXone is a versatile platform that organizations of all sizes can use. Whether you’re a small business or a large enterprise, NICE CXone promises you to deliver superior customer experiences.
5. Playvox
Pricing: starts at $15 per user per month/ annual contract
AI-based, advanced analytics: yes
G2 Rating: 4.8 out of 848 reviews
Capterra rating: 4.8 out of 87 reviews
User review: Verified Reviewer on Capterra:
“Overall: Was very good! Today we have very robust Quality analysis processes and I also realize that we are very close to PLayVox, when it comes to problem solving and feedback.
Pros: PlayVox is very easy to use and understand, it was easy to implement the tool and we have a very close contact between support and contractor.
Cons: Unfortunately playvox has some configurations that make it impossible for us to change them within a short period of time, the platform could also be better in the efficiency of carrying out quality and data monitoring.”
Playvox is a cloud-based performance management software solution designed to help improve employee engagement, efficiency, and retention through a gamified approach. The software includes features such as goal setting, real-time feedback, recognition, and coaching.
The platform also provides a community of customer service experts that businesses can tap into for advice and guidance.
Delivering two key features for customer support, workforce management (WFM) and quality management (QM), the tool can be a reasonable option for smaller businesses with a modest budget.
6. Medallia
Pricing: starts at $249 per 2 users per month
AI-based, advanced analytics: yes
G2 Rating: 4.6 out of 265 reviews
Capterra rating: 4.5 out of 29 reviews
User review: Tamra G. on G2:
“What do you like best?
Ease of use - easy for the employees, easy for our merchants to get and take the survey, easy for us to track scores and see and report on feedback and results
What do you dislike?
The product/engineering team does not seem to understand when certain changes they make will have customer impact. We have a salesforce integration and 3 -4 times this year alone we have had our connection broken by something the tech team at Stella changed without any notice or even thought that it could impact integrations for customers. Stella is a core KPI for our team so when we are out of commission for a few days to work with the Stella team to repair the issues, it has team impact”
Medallia is a customer experience and quality management software to collect client feedback, measure customer satisfaction, and track customer engagement. The tool offers a suite of functions to help businesses understand and improve the customer experience with the help of customer surveys, customer engagement tracking, and customer analytics.
On Medallia’s website, you may find 5 products:
1. Customer experience solutions
An omnichannel to track and analyze every touch point of customer engagement with the possibility to engage with customers using any channel: email surveys, mobile in-app feedback, SMS, social feedback and reviews, IVR systems, call and chat transcripts.
2. Employee experience solutions
Real-time insights as the basis for talent acquisition, onboarding, and other HR processes. At the same time, the CX module delivers an in-deep image of how to improve CX and how customer support influences clients' happiness. Hence, agents know exactly how to provide higher customer satisfaction.
3. Contact center solutions
You can ensure continuous and constant contact center enhancement by delivering the best customer and employee experiences. With AI-fueled advanced analytics, teams can be notified within seconds when an issue arises to take immediate action to solve it.
4. Digital solutions
Since all digital customer journeys and behaviors are analyzed, it's easy to set personalized, satisfying interactions for customers and guarantee the best first impression.
5. Market research
Thanks to Medallia's multi-leveled analytics of every customer interaction, marketing teams can get valuable insights, making all marketing campaigns, from pop-ups to paid aids, up-to-date and actionable.
Overall Medallia platform seems an intelligent choice for client-oriented companies; the only downside is its price tag, which can be unattainable for small businesses.
Conclusion
There are many reasons and proven research why customer experience is vital for businesses. One of the leading ones is that it can help companies differentiate themselves from their competitors, which is the primary approach to winning long-term business relationships. Hence, customers keep returning because product quality is important as the after-purchase feeling. Were customers' concerns solved fast? Was the customer support agent polite and knowledgeable?
With quality management software, you can answer these questions more quickly by looking at the quality dashboard and choosing the needed interaction. But to start with, the decision-makers must deal with the budget and future development plans for their contact centers.
For smaller enterprises, we would recommend Playvox, a simple and cost-effective solution for smaller contact center teams, providing essential functionality.
As for bigger corps, where any talk with the customer can be forceful and influential for marketing and product development teams, we advise trying a more advanced solution like Ender Turing. You can book an introductory and no-strings-attached demo here.