CONTACT CENTER QUALITY MANAGEMENT SOFTWARE
Reduce call monitoring time by up to 90% with AI-powered quality management
Identify opportunities to improve agent performance and empower supervisors to spend time on personalized agent coaching rather than evaluations.Upskill your agents with customizable agent-level dashboards
Leverage AI+ to ensure quality and brand compliance
Auto-create and configure parameters for quality scoring without external support. Access existing models and forge new parameters seamlessly. Empower users with unmatched control to craft and adjust AI scoring.
Assess agent performance with automated scoring
Score your daily conversations based on 30+ quality- and compliance-related parameters, such as opening/closing quality, introduction, active listening, empathy and more, with the power of Sprinklr AI, which can also provide reasoning behind the scores.
Turn all your agents into A-players
Identify strengths and areas of improvement for every agent in your team. Assign Sprinklr's recommended learning content by integrating your knowledge base or learning management system to help upskill them.
Monitor real-time agent progress effortlessly
Go beyond scoring. Schedule individual training sessions with your agents to deliver timely feedback and gain actionable insights to create an effective performance improvement plan.
Reduce operational costs with AI-assisted quality assurance
Eliminate guesswork and sample with AI assistance
Sample cases based on your desired AI-driven rules so you can identify even the most elusive red flags and prioritize critical cases.
Customize audit forms as per your unique needs
Refine your QA evaluation forms with a simple and intuitive interface. Customize form questions and scoring logic to adapt to evolving business needs.
Improve evaluations with accurate audit calibration
Calibrate your audits to align quality managers on scoring issues and empower your agents to dispute manual quality evaluations and reporting capabilities.
Evaluate conversations up to 5x faster with unified case analytics
Get a 360° view of all customer conversations
Get insights into case summaries and important information about any conversation instantly with Sprinklr’s simple and intuitive case analytics interface.
Transcribe voice calls in real time
Reduce evaluation time with accurate, real-time transcription and call analysis in 20+ languages. Use AI-powered indicators to detect clamor and high-pitches in customer and agent dialogue.
Uncover sentiment, intent and CSAT trends
Understand your customer’s intent, sentiments and shifts in CSAT scores in real time. Use this intel to help customers in the best way possible and create happier customer experiences.
Record and analyze customer conversations
Record and revisit every customer conversation to ensure that each agent follows the brand guidelines during every customer interaction.
Frequently asked questions
A quality management software is used for assessing, benchmarking and improving the quality of customer service interactions in contact centers. It helps managers and quality analysts measure the performance of customer support agents and enhance it with tailored coaching programs while ensuring brand compliance and quality assurance.
The key capabilities of quality management software (QMS) include:
- Performance measurement and management
- Training management automates training processes and maintains training records
- Compliance management to meet local, regional and international regulatory requirements
- Workflow management to avoid under/overstaffing
- Audit management manages call recordings, transcripts and sampling
- Complaint management streamlines customer complaint resolution processes
- Change management handles change requests methodically to avoid errors
- Standard operating procedures (SOP)
Quality management software (QMS) improves customer service by ensuring that the quality of service interactions meet the highest quality standards. Implementing a QMS can improve interaction quality, reduce support costs and increase customer satisfaction by:
- Delivering consistently high-quality support and higher CSAT scores
- Identifying the training needs of agents and enhancing their performance
- Resolving issues proactively by identifying and addressing top contact drivers
- Implementing process improvements that have the most significant impact on CSAT
With AI-powered quality management software like Sprinklr, these benefits get amplified multi-fold, reducing your call monitoring time by 90%. Curious? Sign up for a demo of Sprinklr’s QMS today and see how all this happens.
Yes, quality management software can integrate with existing systems for learning management, workforce management, call center recording, speech/text recording and compliance systems. While the ideal scenario is a seamless integration, the reality is that challenges may arise, especially when dealing with disparate systems or outdated infrastructure. Software built atop a unified platform like Sprinklr can help you overcome most data migration and compatibility challenges. Try now for free?
Using quality management software (QMS) gives significant benefits for businesses, such as:
- Better agent performance
- Stringent brand compliance and risk mitigation
- Improved customer satisfaction
- Higher operational efficiency
- Data-driven decision making
- Competitive advantage
These benefits can help you go miles and miles in making your customer happy. Add AI to the mix and see your customer satisfaction and retention rate soar.
Sprinklr resources
What is call center quality management — know its benefits, tools required & features, best practices for efficiency.
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