Call Center Quality Management: A Comprehensive Guide for 2025

Call center quality management is the process of ensuring that a call center is providing high-quality services consistently to its customers. This includes the process of analyzing and monitoring a call center’s performance, assuring all agents adhere to company standards and provide the best customer experience.

For this, most companies rely on call center quality management tools/software that provide them with call transcription, analytics, live call monitoring, agent performance, and AI sentiment analysis, among other features, for a detailed report.

Call center quality management identifies issues that need to be solved within the call centers to increase productivity. This helps manage agents’ performances, reduce operational costs, and improve customer service.

First, a call center quality management tool pinpoints ongoing or underlying issues hampering a business. For example, let's say an agent is getting overwhelmed by getting multiple calls and is unable to handle or allocate them, leading to a rise in call abandonment.

After a thorough checkup, a call center quality manager can guide them in person and suggest what to do when receiving more than one call at the same time, ultimately increasing productivity.

Call center quality management uses different criteria to monitor and evaluate an agent’s performance, such as the number of calls they handle and average call duration.

Moreover, modern call center quality management software offers even more detailed insights, like call transcription and AI sentiment analysis to know how the conversation ended and if the consumers were happy with it.

This allows a company to make informed decisions and take necessary actions to train the agents. Also, timely interactions with employees boosts their morale and loyalty towards the firm.

As stated earlier, a call center’s main responsibility is to handle customers. Plus, a call center quality management system shows where a firm is lacking in terms of handling queries or dealing with customers’ needs. Additionally, it shows pain points or common issues that need solving.

Remember, if only the customer service is satisfactory, a consumer will return and show their allegiance, which in turn boosts the company’s ROI.

Implementing call center quality management helps ensure that customers’ problems and queries are addressed promptly and without hassle. So, whenever a client calls, their calls are handled properly, and answers are cleared as quickly as possible, shortening the call duration. This also helps minimize errors and reduces cost since no call repetition is required.

Though they sound the same, quality management, assurance, and control are somewhat different. While quality assurance controls are different in aspects, quality management oversees both.
 

Calilio is a great call center software with built-in call center quality management tools. One of its main features, live call monitoring, allows supervisors to listen to the agent and consumer’s conversation to see how the former handles the call.

Additionally, its AI-powered sentiment analysis and call reports help learn a caller’s feelings, whether they are positive, negative, or neutral and provide a call summary/transcription to know the reason for calling.

Moreover, Calilio’s daily agent report provides insightful analysis, accumulating different data, such as call handling time, response rate, and average call duration.

Key Features:

• Call monitoring
• AI sentiment analysis
• Call reports with summary and transcript
• Daily agent report
• Interactive Voice Response (IVR)
• Canned response

Qualtrics XM (Experience Management) uses Artificial Intelligence to present scoring on every channel: the number of total calls, chats, mentions on social media, messages, emails, and texts.

Additionally, this quality management software also implements AI to further evaluate agent’s knowledge, customer sentiment, and script compliance. Not just a call center quality management manager, even agents can see how well they are performing and can point out if there is any mistake in reading for transparency and fairness.

Key Features:
 

• Scoring on every channel
• Scoring tailored to business
• Real-time scoring
• Brand health tracking

Unlike others, Scorebuddy uses GenAI (Generative AI) which doesn’t depend on user-provided data to monitor call center performance. And, like the name, it gives out scores, mostly depending on customer satisfaction. Furthermore, you can also design your own scorecard on the basis of pass/fail or numbers/ non-numbers formats. Agents themselves can also score their work.

Scorebuddy helps strengthen agents and supervisors’ relationships by developing a back-and-forth dynamic between the two parties. By looking at the detailed reports and watching the agents’ development, a supervisor can assist them by providing training or coaching.

Key Features:
 

• Dashboard for agent/supervisor
• Customizable scorecards
• Quality score analytics/reports
• Self-scoring

Playvox is a contact center software, offering basic quality assurance to full quality management. Its QM tool is majorly made to handle digital interactions like email, support tickets, and live chat. It also helps evaluate agents and learn their field of expertise.

Playvox QM saves a manager’s time by pointing out customer service problems fast; the managers do not need to spend hours going through conversations. Plus, it offers integrated coaching, keeping the entire team occupied and reducing agent attrition.

Key Features:
 

• Agent scheduling
• Coaching and performance evaluation
• Call transcriptions
• Customer interaction scoring
• Calibration

Similar to Scorebuddy, Convin uses GenAI and in-house LLM (large language models) to analyze and find practical insights. From allowing AI phone calls for support, sales, and collections, to automatic quality assurance, this call center quality management tool offers many features.

More importantly, Convin helps increase agents' performances by finding out their will or skill issues and assigning them one-on-one coaching. It also automates quality management for all consumer interactions, eliminates long durations of manual call grading, and saves time in call auditing.

Key Features:
 

• Single manual QA platform
• Feedback and alert mechanism
• Automated audit workflow
• Agent Rebuttal Management System

Here are some best practices you can implement in your organization to maintain and manage your call center quality.

Set Quality Standards and Objectives: First, set a quality standard for agents, such as they must have proper knowledge about products/services, converse fluently, and remain consistent. Then, plan objectives, such as handling a significant amount of calls per month/week and decreasing average call handling time.

Utilize Call Center Quality Management Tools: Since going through all interactions separately is hectic, leverage call center quality management software to get a detailed insight at once.

Timely Monitoring: Make a habit of routinely observing agents' performances to know metrics, such as average call duration, call transfer rate, pick-up rate, and others, and learn how they are doing.

Provide Feedback and Routine Training to Agents: After doing the assessment, provide necessary feedback to agents so they can improve in what they are lacking. Additionally, offer timely training for skill improvement.

Motivate Agents: As you assess agents’ work, praise the ones who are doing well. Rewarding them with gifts or cash can be a great motivational tool for maintaining the same level of work.

Omnichannel Support: A call center’s main task is to handle customer calls, which are mostly for support or sales. Rather than having just one form of communication, provide omnichannel support whether it be calling, texting, or mailing.

Call center quality management is a critical aspect of business success. It assists in analyzing and evaluating agents’ work, planning, forming, and implementing objectives and goals, and assuring everything is adhered to company standards. As there are call center quality management challenges, such as overseeing staff and agent burnouts, there are also different call center QM software, like Calilio, Qualtrics XM, and Scorebuddy, to help alleviate such problems.

So, if you are looking for a cost-effective solution, subscribing to Calilio can be a great choice since it has AI call summary, call recording, and live call monitoring for competent management. Nonetheless, do continue timely monitoring, motivate agents, and offer feedback to help them improve.

Quality management in a call center means to implement necessary standards, objectives, and goals for agents, while monitoring their work and offering necessary feedback and training to ensure they effectively handle and deal with customers.

Some of the popular and common quality measures for call centers are average handle time, average speed of answer (ASA), call pick-up and abandonment rate, and customer satisfaction score (CSAT).

Quality standards in call centers are quality management practices or a set of guidelines that guarantee a certain degree of level is met. For example, Customer service standards, Communication standards, Product knowledge standards, and others.

You can improve quality score in a call center by implementing necessary quality standards such as for communication, client service, and others, and also monitoring all channels, training agents, enhancing customer services, and more.

A QA scorecard for a call center is an evaluation tool to assess scores for agents considering their performance and efficiency.