XM Knowledge Base
CONTACT CENTER QUALITY MANAGEMENT SOFTWARE
Smarter quality
management and agent performance monitoring
Move beyond spotty and subjective quality assurance. Qualtrics AI-powered quality management solution scores every interaction in real time so you know how every agent is doing, and know every lever to pull to improve the experience for your customers while reducing operational costs.
100% scoring on every channel
Old-school call sampling only shows you a snapshot of what’s happening — our platform shows you everything. Every call, mention, post, chat, text, or any other interaction is automatically analyzed and scored. In over 20 languages.
And because there’s no need to listen in to calls, or manually sift through chat logs, you’ll save time and money while ensuring a better experience for your customers.
Intelligent, objective scoring tailored to your business
Tell our software what high quality customer service looks like for your business and then let it do its thing. Qualtrics uses AI and natural language processing to analyze everything from agent knowledge and empathy to script compliance and customer sentiment with an out-of-the-box, customizable scorecard builder. The result? Objective, transparent scoring that benefits both your agents and your customers.
Know exactly where your agents can improve
Help your agents grow in their careers and deliver better, more effective service to your customer. With personalized dashboards for agents and managers, Qualtrics curates tailored coaching recommendations and surfaces the traits and behaviors behind your best agents, so you can raise everyone’s game.
Agents can track their own performance and flag evaluations they don’t think are fair, helping to foster a culture of transparency and continuous improvement.
Discover how your employee experience impacts customer experience
Get the best of human and machine
Combine the power of AI with easy-to-use survey tools to create a holistic understanding of agent and team performance. Our solution brings together automated scores, post-interactions customer surveys, and quality analyst assessments all in one place.
Take the risk out of compliance management
Qualtrics works in the background 24/7, poring over every word of every interaction. So when a call breaks protocols or strays the wrong side of any regulations, it immediately spots it and triggers an alert to notify the right people.
Ready to take your contact center experience to the next level?
Enterprise Grade
One platform –
safe, secure, and trusted
- FedRAMP, HITRUST, and ISO 27001 certified + robust governance controls, GDPR compliance, and data privacy features
- Comply with GDPR and other privacy laws by easily enforcing what customer data is collected, stored, or deleted to ensure your customers’ privacy is never compromised
- Easily connect to your existing technology with 100+ pre-built connectors for seamless data integrations
- Get all the support you need to become an experience leader with our expert team of XM scientists, implementation, engineering, and support specialists
Quality assurance FAQs
Traditional call center monitoring involves recording a sample of each agent’s calls, and then using them as part of a training or coaching program. This approach however is gradually falling out of favor as its scoring mechanism is subjective, the process is time-consuming and it’s also inaccurate as it only uses a select few calls.
Modern quality management tools use technology like artificial intelligence and conversational analytics to analyze every interaction happening in the contact center, whether it’s a phone call, SMS chat, or digital communications like chatbots and email. They transcribe every script and then analyze the conversation to understand everything from the customer’s intent, the topic of the conversation, and their emotions throughout.
As calls are analyzed, key topics, sentiment, agent behaviors, and even customer outcomes are aggregated in real-time to give you a view of exactly what each agent is doing, and how it impacts customer behavior. As a result, contact center leaders can then identify the key drivers of customer outcomes like loyalty, churn, upsell, satisfaction, and more and use it to create a ‘quality score’.
Contact center leaders and coaches then use the insights from each agent to tailor coaching plans as they have an accurate picture of how well each agent is doing, which areas they excel at, and which ones they need support with.
Learn more about the call center quality assurance
Call recording software relies on more manual processes to listen to calls, conclude what could be improved and then feed that back to an agent. The best quality assurance software uses new technologies to automate everything from analyzing the call, assigning a score, and recommending areas for improvement. These tools are a more scalable, and also more effective, way to manage service quality as they rely far less on manual resources and are able to be objective in their scoring criteria.
