Customer support quality assurance (QA) tools are a must for all support teams in 2021. It’s the most efficient way to improve your support quality and facilitate regular agent feedback, bringing consistency to your customer interactions.
With an increased demand for customer service quality, the support QA software market has been booming in recent years. To help you navigate the myriad of solutions out there, we’ve put together a complete list of all customer service and call center QA tools.
What to consider when looking for customer support quality assurance software?
Maybe you decided that spreadsheets aren’t cutting it anymore. Maybe you’re switching from one QA tool to another – because of lacking features, pricing, or the quality of the service. Whatever the reason, quality support is crucial in creating an excellent customer experience and building brand loyalty. Sooner or later you will need robust customer support QA software to run your support quality initiative efficiently.
Here’s what to consider when choosing the right software for your business.
Start by mapping out QA features that are a must-have for your team. Sometimes less is more: nice-to-have features may distract from what you’re trying to achieve. Some popular customer support quality assurance features include:
- Customizable scorecards and weighting
- Multiple rating scales
- Grading calibration
- Agent, reviewer, manager access
- Dashboards and reporting
- Root cause analysis
- Goal setting
- Peer-to-peer reviews
- CSV export
- AI features
Help desk integrations
Make sure that your chosen tool integrates with the help desk(s) that your team is already using. This way, conversations and additional fields are automatically synced – and you can be sure that the data is always up to date.
Building custom integrations is possible, but it adds time to launching the quality program with the new software.
Some tools also offer a browser extension that allows doing conversation reviews on any site or platform.
Can you integrate with Slack or another communication platform that you’re using, for instant notifications when reviews are done or seen? Can you integrate with a knowledge base platform like Elevio, to see how knowledge base is used within the conversations? Can you integrate with a learning management platform (LMS) like Docebo?
Think of your team’s specific needs and what you’re trying to achieve.
Justifying the costs of customer service must be one of the most common topics discussed in CX management meetings: “Let’s reduce support expenses… but increase customer satisfaction.” Sound familiar?
Did you know an average support team spends $184 on software per agent every month? 70% of software costs come from help desk solutions, 30% of the support budget goes into collecting customer feedback, 30% of expenses are dedicated to support QA tools.
Also, consider onboarding fees and other expenses related to the implementation process, including training costs and time spent on adapting to new software.
Some tools will work well for smaller teams, others are built with enterprise needs in mind. When you’re in the trial or doing a demo, don’t forget to find out if the tool fits your team’s needs, as well as the future needs as the team grows. Some support teams have seasonal staff – how does the platform work then? A good practice is to ask for case studies from similar teams, whether in size or industry. If it works for that company then there’s a high chance it will work for your team as well.
A tool only works when people are using it. If all the other points in the above checklist are ticked, but the tool is confusing, slow, or buggy – then that kinda loses the point, doesn’t it?
Reliability and support
It’s important to find out if the makers of the product have implemented organizational and technical controls that ensure the safety of your data, have clear internal policies, follow a detailed onboarding process for employees, and provide regular security training. Check for a Security page on the company’s website to learn what processes they have in place and which certifications they possess. Some keywords to look for are SOC 2, GDPR, OAuth.
The quality of support (especially for a customer support vendor) needs to be top-notch as well. Pay attention to how responsive and accessible the support is and how have you enjoyed the experience with the provider.
Klaus is a quality management platform for support teams that makes giving feedback to agents easy and systematic.
✅ Create custom scorecards.
✅ Review conversations and leave comments.
✅ Advanced reporting and a dashboard to track and report your team’s performance.
✅ Calibration features to keep everyone on the same page about conversation reviews.
✅ Impactful coaching sessions and 1-1s based on performance metrics and conversation examples.
✅ Slack integration for notifications and a browser extension.
✅ Machine Learning features to focus on where learning and coaching are most needed.
Boost customer service quality and increase consistency with regular agent feedback. It’s the quickest way to level up your customer service.
Summatti is an AI-powered QA platform that analyzes your support interactions and alerts your team to any shortcomings in customer satisfaction.
📌 Aims to help companies make better business decisions by creating a link between support and product teams.
Aprikot is an easy-to-use tool that lets you choose between a predefined rubric and a customized scorecard.
EvaluAgent is a call center QA tool that offers customizable templates for new agent onboarding and coaching.
📌 Includes calibration and “blind” evaluation features.
Check out this EvaluAgent alternative and comparison
CallSource’s Performance Management tool is a call center QA software that allows companies to analyze their phone support performance and receive call coaching.
📌 CallSource offers various call center tools from support QA to lead scoring and marketing analysis.
Miuros is an AI-powered solution for international & scaling customer service teams.
📌 Based on your selection criteria, Miuros’ QA system will unbiasedly choose and assign the most important tickets to be reviewed – so you don’t have to cherry-pick.
Check out this Miuros alternative & comparison.
Aspect Quality Management Call Center solutions combine speech analytics technologies and internal quality assessments.
📌 Besides call center QA tools, Aspect offers different contact center and workforce management solutions.
Quality Management Suite offers call and screen recording, speech analytics, workforce management, performance metrics, and other call center QA features.
📌 Includes a real-time speech analytics solution to help agents on their calls.
Playvox’s premium plans offer new agent onboarding and training features like coaching templates and a rewards store to motivate support teams.
📌 It’s a tool for agents, team leaders, QA analysts, and managers.
👉 Check out this list of Playvox competitors and alternatives.
MaestroQA has workflow automation functionalities for conducting support QA and sharing feedback.
📌 MaestroQA offers an omnichannel quality platform.
Check out this list of MaestroQA competitors and alternatives.
Clearview is a call center performance management tool that includes QA rubrics for call recordings and a convenient flagging system to mark calls of high priority or of special concern.
📌 Clearview consolidates QA, surveys, time clock, and other workforce management solutions.
Stella Connect comes with dedicated 1:1 meeting features that help to organize feedback sessions with your support team.
📌 Stella Connect includes customer feedback request forms.
Check out this Stella Connect alternative and comparison
Scorebuddy offers complex scoring capabilities for building numeric, non-numeric, and blind scoring creating more holistic scorecards.
📌 Scorebuddy comes with a selection of 30 different reports.
Check out this list of best Scorebuddy alternatives and competitors.
Making the switch from one tool to another?
“Oftentimes changes may seem like they are making one’s job more difficult. Having a business software transition yields a change in organizational processes, shifting hierarchical responsibilities- all of these are an adjustment; one most employees can be quite resistant to embrace.” – Christopher Smith, Capterra.
Successful new software onboarding doesn’t start the day you introduce employees to your new tool. The roll-out plan should be created weeks or months ahead.
Set a target roll-out date and build your plan around this. Make sure to leave enough time for data exporting and importing, employee training, and some wiggle room for issues that may arise.
Find your champions
Getting the management on board is essential, but consider finding a software “champion” to help you roll out the tool for the rest of the team. Champions are users who are:
- Open to change
- Respected within the team
Train them first, then make them active participants in the roll-out. The less you make your changeover seem like a top-down dictate, the more receptive the team will likely be.
After the roll-out, keep the lines of communication open. Listen to employee feedback and do your best to resolve actual issues.
Finally, make regular evaluation a part of your process. Evaluate the success of your changeover immediately after your roll-out, as well as down the line. Check in with employees in the months following your roll-out. Are you seeing the benefits you expected? Are employees feeling comfortable with the new tool? If not, what can you do to improve outcomes over the long term?
Think through these considerations, as well as any unique challenges your team will face. With time and proper planning, you can make the changeover process as simple and as painless as possible.