Blog

What to Look for in a QA Software Solution

January 31, 2012 John Tusa

A robust Quality Assurance software solution enables companies to actively implement QA programs and achieve a higher level of call quality to ensure higher customer satisfaction. Quality assurance software solutions ensure adherence to QA procedures and standards set by the company, making it possible to monitor agent performance, improve employee productivity, increase revenue, and target efficient utilization of resources. The features included in QA software solutions, like call quality monitoring, screen capturing, reporting, form design, etc. provide detailed insights into contact center operations, such as quality adherence by the agents and whether quality standards are being met by agents.

An advanced quality assurance platform provides enterprises with data that’s useful in identifying a pattern in consumer complaints, better streamlining operations and insight into what the marketplace is saying about your products, services and brand.

Flexibility

Features of a quality assurance software solution must be flexible enough to seamlessly integrate with other applications to perform operations efficiently. The software must easily incorporate with any other quality assurance recording software, reporting tools, etc.  The solution must be adaptable and relevant to all customer contact channels (inbound/outbound sales, customer service (email, voice), webchat sales/service).

Scalability

The software must have scalability to encompass the entire functionality of the business processes. A company should not have to upgrade software due to limitations. Scalability ensures that the software can be effortlessly deployed across network resources, no matter the size of resource. The software must be able to scale up and down as per the changes in volume of traffic and support all contact channels.

Security

The quality assurance software solution needs to provide very tight and robust security of data. It should employ high-level data encryption methods, SSL certificates, and a PCI compliance certification to provide sophisticated data security that businesses require.

Reporting Features

Solid reporting features through quality assurance software help businesses gain deeper insight into the workings of the contact center and provide key performance metrics like CSAT, AHT, FCR, Average Revenue, etc. that indicate the present status of operations. The software should be able to provide reports on overall campaign performance, section scores, question-wise performance, weekly compliance adherence, call-wise evaluations, agent performances, trending and more.

A good quality assurance software solution will help businesses improve profitability through efficient customer lifecycle management.

Contact us to know more about quality assurance services.