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Call Centre Quality Assurance 

When you understand agent behaviour, you can improve agent interactions. MaxContact’s quality assurance tools will allow you to do just that.

 
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What is Quality Assurance?

QA involves monitoring, evaluating, and improving customer interactions to maintain high service quality in a call centre environment. This includes call recording, agent performance reviews, customer feedback analysis, and adherence to compliance regulations. By implementing a strong QA strategy, businesses can improve customer satisfaction, improve agent efficiency, and identify areas for continuous improvement, ultimately leading to better overall service delivery.

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The Importance of Quality Assurance Software in Call Centres

Quality assurance (QA) software is important in call centres because it helps maintain high service standards, increase agent productivity, and improve customer satisfaction.

By monitoring and analysing customer interactions, QA software ensures compliance with company policies and industry regulations while identifying areas for improvement. It provides real-time insights through call recording, sentiment analysis, and automated reporting, allowing managers to coach agents effectively and streamline workflows. With QA software, call centres can reduce errors, improve first-call resolution rates, and deliver consistent, high-quality customer experiences.

Using Today’s Measurements to Improve Tomorrow’s Interactions

With every call recording, or interaction, saved on MaxContact you have the ability to review agent behaviours, train and improve on them for future interactions.

Using MaxContact’s Coaching & Monitoring tool will allow team leaders to listen in to agents’ calls, live from anywhere in the world. Leaders can monitor, coach the agent or join the conversation as a third party to guide the agent through the call.

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A better way to send money

Improving your call centre performance is the key to delivering exceptional customer service and maintaining operational efficiency. Here are key strategies to improve your call centre’s effectiveness:

Skill-Based Call Routing

Using skills-based and automated call routing means that customers are directed to the most suitable agent, reducing call transfers and improving resolution times.

Real-Time Analytics & Reporting

Monitoring key performance metrics (KPIs) such as average handling time, first-call resolution, and customer satisfaction scores helps managers identify areas for improvement and make data-driven decisions.

Agent Training & Coaching

Regular coaching sessions, soft skills training, and access to knowledge bases give agents the tools they need to handle customer inquiries more effectively

Omni-channel Support

Integrating voice, chat, email, and social media means that customers can reach support through their preferred channel

Features You Will Love

Increase​

Quality Assurance Notes

Rank various parts of a call recording, apply notes and get an average score for the call, allowing trainers to give feedback and improve call centre performance.

Control​

Filtered Searches

Drill down and easily find the call recording you need with advanced filter searches. High volumes of call recordings can be difficult to manage, but not with MaxContact.

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Target Visibility

Set key targets which can be quickly highlighted on dashboards with MaxContact’s red, amber and green indicators.

Test

Dispute Resolution

Disputes can occur in contact centres but with 100% call recording and advanced filters, you can quickly find the related call, listen and advise on the appropriate outcome.

Quality Assurance - How It Works?

To understand the power of Quality Assurance Software, you need to understand your goals and what you  want to achieve. 

We work with you to build out your scorecarads and reports that will give you the insights to your calls. 

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What else do we offer?

Other Solutions Available

Check out what other solutions are available within MaxContact and how they can help grow your business.

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Frequently asked questions

  • Define clear goals that you want the Quality Assurance software to identify and report on

  • Conduct regular audits and evaluate calls.

  • Based on data from the software, provide ongoing training to agents

  • Utilise the software to better understand your business and build strategies to drive business.

If you are a call centre making tens of thousands of calls a day, it would take you months to go through 1 day's worth of calls. Having Quality Assurance Software will allow someone to audit all calls within minutes and provide feedback to agents the same day.

QA helps maintain consistent service quality, improve agent performance, ensure compliance, and enhance customer satisfaction. It also provides valuable insights for training and process improvements.

Common QA metrics include first-call resolution (FCR), average handling time (AHT), customer satisfaction scores (CSAT), Net Promoter Score (NPS), and compliance adherence rates.

Call monitoring allows supervisors to review agent interactions in real-time or through recordings. This helps identify coaching opportunities, ensure compliance, and maintain high-quality customer service.

The frequency depends on business needs, but regular weekly or monthly evaluations help maintain consistent service quality and identify trends over time.

Ready to improve your Customer Experience?

MaxContact is the ultimate Call Centre Software built entirely around your business's individual needs.

Whether it’s outbound, inbound, blended, Omni, or a mix of them all, you can manage multiple interaction channels via an easy-to-use management portal – all converged in one solution.

 

Book a Demo Today