Customer Service Quality Assurance (QA) Software Guide

Customer Service3 MIN READJan 26, 2020

Customer Service Quality Assurance (QA) Software Guide

Customer service quality assurance software is a must for all support teams in 2020. 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.

Customer Service Quality Assurance software tools Klaus, Scoreboddy, Playvox, StellaConnect, Aprikot, Evaluagent, MaestroQA, Summatti, and others

Klaus

Klaus is a support QA platform that makes giving feedback to agents easy. The result? High and consistent customer service quality.

✅ Create custom scorecards, \ ✅ Review conversations and leave comments,\ ✅ Advanced reporting to track and report your team’s performance,\ ✅ Slack integration for notifications and a bowser extension.\ \ Boost customer service quality and increase consistency with regular agent feedback. It’s the quickest way to level up your customer service.

👉 Used by companies like Wistia, Automattic, PandaDoc, Geckoboard, and others.

💰 Pricing: Free - $13 /user/month

Klaus support QA software and conversation review tool

StellaConnect

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.

💰 Pricing: By request only

Check out this Stella Connect alternative and comparison

StellaConnect

Scorebuddy

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.

💰 Pricing: $6.45 - $15.60 /user/month

Check out this Scorebuddy alternative and comparison

Scorebuddy

Summatti

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.

💰 Pricing: By request only

PlayVox

PlayVox’ 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.

💰 Pricing: $15 - $40 /user/month

Check out this Playvox alternative and comparison

PlayVox

MaestroQA

MaestroQA has workflow automation functionalities for conducting support QA and sharing feedback.

👉 MaestroQA offers an omnichannel quality platform.

💰 Pricing: $19 - $39 /user/month

Check out this MaestroQA alternative and comparison

MaestroQA

Aprikot

Aprikot is an easy-to-use tool that lets you choose between a predefined rubric and a customized scorecard.

👉 Focuses on Zendesk and Help Scout users.

💰 Pricing: Free - $100 /month

Aprikot

EvaluAgent

EvaluAgent is a call center QA tool that offers customizable templates for new agent onboarding and coaching.

👉 Includes calibration and “blind” evaluation features.

💰 Pricing: $4 - $21 /user/month

Check out this EvaluAgent alternative and comparison

EvaluAgent

CallSource

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.

💰 Pricing: By request only

CallSource

Aspect Quality Management

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.

💰 Pricing: By request only

Aspect Quality Management

Enghouse Interactive Quality Management Suite

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.

💰 Pricing: By request only

Enghouse Interactive Quality Management Suite

Clearview

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.

💰 Pricing: By request only

Clearview

Spreadsheets

Spreadsheets are the cheapest solution for providing feedback to support agents. A shared document is enough for some small support teams with low conversation volumes.

👉 Customer service QA and conversation review tools like Klaus reduce the time spent on the managerial tasks related to agent feedback in spreadsheets by 70%.

Which customer service quality assurance software do you use? Would you recommend it to other support teams?

Written by

Merit Valdsalu
Merit Valdsalu
Merit is the content writer at Klaus - though most of her texts have probably been ghostwritten by her rescue cat Oskar.

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