Blogs

How to find the best contact center QA software

With so many software providers to choose from, how do you start to narrow it down? Be specific in your search. ‘Contact center software’ is going to overwhelm you, since you’ll get everything from workforce management to call recording.

Here at evaluagent, we focus specifically on quality assurance and agent improvement, and integrate with a number of other best-in-category point solutions to give customers the best experience.

So, how can you narrow down your options?

Case studies and reviews

When researching a software provider, always take a look at their customer case studies. These usually go through rigorous sign-off processes, so can generally be relied upon for truthful representations of the customer journey. Also consider:

Beyond the provider’s website, it’s also a good idea to check out reviews on external websites, like G2. Here, customers are less obligated to cover up any difficulties. Be on the lookout for:

Doing so will give you an idea of how the software pertains to your business – for example, things that other businesses struggle with may not be a problem for yours.

Demos and trials

Most, if not all, platforms will offer an opportunity to demonstrate the software to you, as well as a trial period. Take them up on it! Use the opportunity to ask questions, uncover any limitations of the software, and mine for details of any dealbreakers.

At the end of a demo or trial, note down your key findings, pros and cons – not just about the platform, but the responsiveness of the team, and how satisfied you were overall. This will be crucial when it comes to making your final choice.

Return on investment

Ultimately, the software needs to deliver more benefits than it costs you. Go back to the metrics you compiled at the start of this process – time spent on tasks, agent turnover, customer satisfaction scores – and compare this with the software you’ve seen in action, along with any case studies or additional figures the provider’s able to give you.

You should start to get an understanding of where you’ll make the most gains. One software platform may be cheaper than another, but lacking in a key feature or outcome that matters to you.

At evaluagent, we’ve made calculations based on the average achievements of our customers in their first three months alone:

So not only do our customers make great gains – they do it from the moment they onboard.

Action point: Questions to consider

Now that you’ve done a lot of research and got to grips with some of the tools you’re considering, it’s time to get down to the granular details.

You’ll need to put any potential providers through their paces with some questions. The most important of which will include:

Naturally, you’ll also want to include anything specific to your organization’s setup, and quiz potential providers on how far the interface can be customized to suit your needs. After all, it needs to scale with your plans for it to be a success.

Presenting your findings

It’s up to you how you decide to present your research findings in your business case. You may want a table for comparison purposes, or perhaps a page or two dedicated to each platform you’ve considered, with key headlines to help the reader easily scan for the most important points.

Whatever the approach, you just need to demonstrate the thorough lengths you’ve gone to in order to find the best QA platform for your contact center.

Then, it’s crunch time! See you next time where we’ll be explaining how to make your all-important decision.

BOOK A DEMO

See evaluagentCX in action

Book in with one of our friendly, expert team today! They’ll be able to hone in on the areas of most interest to you, showing you just how much easier your QA could be.

Book a demo