call center quality monitoring software

Call Center Quality Monitoring Software: The Key to Ensuring Customer Satisfaction

Are you struggling to provide top-notch customer service? Look no further than call center quality monitoring software. With the right tools, you can improve your agents’ performance, increase customer satisfaction, and ultimately grow your business.

In this guide, we’ll explore the top solutions available and help you find the perfect fit for your call center’s needs. Let’s get started!

What is Call Center Quality Monitoring Software?

Call center quality monitoring software is a tool that allows businesses to monitor and analyze agent performance, track customer interactions, and improve the overall customer experience. 

This software records calls and captures agent activities, such as screen interactions, chat sessions, and email correspondence. The data collected is then analyzed to identify areas of improvement for both agents and the overall business operations.

SoftwareCompanyBusiness Improvement
Calabrio ONENational ExpressProvides real-time analytics for better decision-making Improves agent performance through coaching and feedback Enhances customer experience
NICE CXoneAmerican AirlinesMonitors and analyzes customer interactions. Identifies areas of improvement for agent training. Streamlines quality assurance processes
Genesys EngageDEF Support CenterOffers omnichannel monitoring and recording- Analyzes customer sentiment and feedback<br>- Provides insights to optimize agent performance
Verint MonetPQR SolutionsAutomates quality monitoring and evaluation processes- Identifies performance gaps and areas for improvement<br>- Enables performance-based incentives and rewards
Five9 Intelligent QualityLMN ServicesMonitors agent-customer interactions in real-time- Evaluates performance based on predefined criteria – Generates actionable insights for process optimization
Talkdesk Quality ManagementMNO Call CenterCaptures and analyzes customer interactions- Provides agent performance evaluations and feedback- Drives continuous improvement in customer service

Benefits of Call Center Quality Monitoring Software

i. Improves Agent Performance

Call center quality monitoring software helps managers identify gaps in agent performance by monitoring their interactions with customers. This enables managers to provide targeted coaching and training to improve agent performance, leading to higher customer satisfaction rates.

ii. Enhances Customer Experience

The data captured by call center quality monitoring software can be used to analyze the customer experience and identify areas for improvement. For example, the software can help identify common customer complaints, allowing managers to take corrective actions and prevent similar issues from occurring in the future.

iii. Provides Insights for Business Improvement

Call center quality monitoring software provides valuable insights into the overall business operations. By analyzing customer interactions and agent performance, managers can identify trends, patterns, and areas for improvement. This information can then be used to improve the efficiency of the call center, reduce costs, and increase revenue.

Features of Call Center Quality Monitoring Software

i. Call Recording

Call recording is a crucial feature of call center quality monitoring software. It allows businesses to record all customer interactions with call center agents, which can be used for training, coaching, and dispute resolution.

ii. Quality Evaluations

Quality evaluations enable managers to assess agent performance based on predefined criteria, such as call handling, problem-solving, and customer service skills. This feature helps identify areas for improvement and provides a basis for performance coaching.

iii. Speech Analytics

Speech analytics is a powerful feature of call center quality monitoring software that uses machine learning algorithms to analyze call.

iv. Reporting and Analytics

Reporting and analytics features provide insights into call center performance, such as call volume, wait times, call duration, and more. These insights can be used to optimize call center operations and improve customer satisfaction.

v. Real-Time Monitoring

Real-time monitoring enables managers to monitor live calls and provide immediate feedback to agents. This feature is useful for coaching and guiding agents in real-time, which can improve their performance and reduce the likelihood of customer complaints.

Choosing the Right Call Center Quality Monitoring Software

When choosing call center quality monitoring software, businesses should consider several factors to ensure they select the right tool for their needs. Here are some key factors to consider:

i. Customization Options

Customization options allow businesses to tailor the software to their specific needs. Look for software that offers customizable reporting, evaluation criteria, and analytics to get the most out of the software.

ii. Integration with Other Systems

Integrating call center quality monitoring software with other systems, such as customer relationship management (CRM) software, can provide a more comprehensive view of the customer experience. Consider software that integrates with other systems to streamline workflows and improve efficiency.

iii. Scalability

As businesses grow, their call center operations may also expand. Ensure the software can scale to accommodate additional agents, calls, and interactions as the business grows.

iv. Ease of Use

Call center quality monitoring software should be easy to use and navigate. Look for software that offers a user-friendly interface, intuitive navigation, and comprehensive training and support.

How do we evaluate customer service?

Evaluating customer service involves assessing the quality of interactions and experiences that customers have with a business. Here are several common methods used to evaluate customer service:

  1. Customer Surveys: Conducting surveys allows customers to provide feedback on their experiences. These surveys can include questions about satisfaction, responsiveness, professionalism, and overall experience. The data collected from surveys can provide valuable insights into customer perceptions.
  1. Customer Reviews: Monitoring online platforms, such as review websites and social media, can provide a glimpse into how customers perceive a company’s customer service. Analyzing reviews and feedback can help identify areas of improvement and gauge overall customer satisfaction.
  1. Net Promoter Score (NPS): NPS is a metric used to measure customer loyalty and satisfaction. It involves asking customers to rate, on a scale of 0 to 10, how likely they are to recommend the company to others. Based on their responses, customers are categorized as promoters (score 9-10), passives (score 7-8), or detractors (score 0-6). The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.
  1. Mystery Shopping: This method involves hiring individuals to act as customers and evaluate the customer service they receive. Mystery shoppers follow predetermined criteria to assess factors like response time, staff knowledge, courtesy, and problem resolution. Their observations provide insights into the customer experience from an unbiased perspective.
  1. Customer Feedback Channels: Offering various channels for customers to provide feedback, such as email, phone, live chat, or social media, enables direct communication and helps gauge customer satisfaction. Monitoring and analyzing feedback received through these channels can help identify common issues, recurring complaints, or areas where improvement is needed.
  1. Employee Feedback: Employees who interact directly with customers can provide valuable insights on customer service. Conducting regular employee surveys, focus groups, or one-on-one interviews can help identify challenges, training needs, and suggestions for improving customer service.
  1. Customer Retention and Churn Rates: High customer retention rates and low churn rates indicate that customers are satisfied with the company’s customer service. Tracking these metrics over time can provide a broad indication of the effectiveness of customer service efforts.

Why does call monitoring increase customer satisfaction?

Call monitoring can contribute to increased customer satisfaction for several reasons:

  1. Quality Assurance: Call monitoring allows organizations to assess the quality of customer interactions and ensure that agents are delivering the desired level of service. By monitoring calls, supervisors can identify areas where agents excel and areas that require improvement. This quality assurance process helps maintain consistent service standards, reducing errors and enhancing customer satisfaction.
  1. Training and Coaching: Call monitoring provides an opportunity for supervisors to identify training needs and provide targeted coaching to agents. By listening to recorded calls or conducting live monitoring, supervisors can identify areas where agents may require additional support, such as improving product knowledge, communication skills, or problem-solving abilities. This coaching and development help agents enhance their performance, leading to improved customer interactions and higher satisfaction levels.
  1. Consistency and Compliance: Call monitoring ensures that agents adhere to organizational guidelines, policies, and compliance requirements. This consistency in service delivery helps create a uniform customer experience, reducing variations that may lead to customer dissatisfaction. By monitoring calls, organizations can identify any deviations from established protocols and take corrective actions to maintain compliance and consistent service quality.
  1. Issue Resolution: Monitoring customer calls provides insights into the types of issues customers face and how effectively agents handle them. Supervisors can identify common customer concerns or pain points, enabling them to implement strategies to address these issues proactively. By resolving customer issues efficiently and effectively, organizations can improve customer satisfaction and loyalty.
  1. Identifying Best Practices: Call monitoring allows supervisors to identify top-performing agents who consistently provide exceptional customer service. By analyzing these calls, organizations can identify best practices and share them with other agents. This sharing of successful approaches and techniques helps raise the overall level of customer service and satisfaction within the organization.
  1. Customer Feedback and Insights: Call monitoring helps gather valuable customer feedback and insights. By analyzing recorded calls, organizations can identify patterns, trends, and customer preferences. This information can be used to make informed decisions, improve processes, and enhance the customer experience. By aligning their service offerings with customer needs and expectations, organizations can boost customer satisfaction.

Related: Using Customer Satisfaction Surveys and Analytics to Drive Continuous Improvement in Your Business

How do you measure customer satisfaction and quality of calls?

To measure customer satisfaction and the quality of calls, you can use various methods and metrics. Here are some commonly used approaches:

  1. Customer Surveys: Conducting post-call or post-interaction surveys allows you to directly gather feedback from customers regarding their satisfaction with the call and overall experience. These surveys can include questions about the agent’s helpfulness, professionalism, problem resolution, and overall satisfaction. Analyzing survey responses provides quantitative data on customer satisfaction levels.
  1. Customer Satisfaction Score (CSAT): CSAT is a metric used to measure customer satisfaction with a specific interaction or experience. It typically involves asking customers to rate their satisfaction on a scale, such as 1 to 5 or 1 to 10. By calculating the average score across multiple calls, you can assess the overall level of customer satisfaction with the calls.
  2. First Call Resolution (FCR): FCR measures the percentage of calls or interactions that are resolved during the initial contact. A higher FCR indicates that customer issues are resolved efficiently without the need for callbacks or escalations. Monitoring FCR helps gauge the quality of calls in terms of problem-solving and customer satisfaction.
  1. Average Handling Time (AHT): AHT measures the average duration of a call, including the time spent by the agent and the customer. While AHT is primarily a productivity metric, it indirectly reflects the quality of calls. Longer AHT may suggest inefficient call handling or difficulty in resolving customer issues, potentially impacting customer satisfaction.
  1. Call Monitoring and Quality Assurance: By implementing call monitoring, supervisors can evaluate the quality of calls based on predetermined criteria. This can involve listening to recorded calls or conducting live monitoring to assess factors such as agent behavior, adherence to scripts or protocols, resolution techniques, and overall customer experience. Ratings or scoring systems can be used to measure call quality and identify areas for improvement.
  1. Customer Complaints and Escalations: Tracking customer complaints, escalations, or negative feedback related to calls provides insights into customer dissatisfaction or quality issues. Monitoring the frequency and nature of such incidents helps identify patterns, specific areas for improvement, and training needs.
  1. Peer Review and Calibration: Conducting peer reviews or calibration sessions among supervisors or quality assurance teams can help ensure consistent evaluation standards. By comparing ratings and feedback across evaluators, you can identify any discrepancies or inconsistencies in measuring call quality and customer satisfaction.


Call center quality monitoring software is an essential tool for businesses that want to ensure customer satisfaction and improve their call center operations. 

The software provides valuable insights into agent performance, customer experience, and business operations, enabling managers to make data-driven decisions and take corrective actions. 

When choosing call center quality monitoring software, consider customization options, integration with other systems, scalability, and ease of use to select the right tool for your business needs.

FAQs for Call Center Quality Monitoring Software

What is call center quality monitoring software?

Call center quality monitoring software is a tool that allows businesses to monitor and analyze agent performance, track customer interactions, and improve the overall customer experience.

What are the benefits of call center quality monitoring software?

Call center quality monitoring software helps improve agent performance, enhance the customer experience, and provides insights for business improvement.

What features should I look for in call center quality monitoring software?

Look for call recording, quality evaluations, speech analytics, reporting and analytics, and real-time monitoring features.

Can call center quality monitoring software be customized?

Yes, many call center quality monitoring software providers offer customization options to tailor the software to business needs.

Is call center quality monitoring software easy to use?

Look for software that offers a user-friendly interface, intuitive navigation, and comprehensive training and support to ensure ease of use.

At Antasis, we help you conduct customer satisfaction surveys that evaluate different aspects of the customer journey and experience with your product or service and your brand.

Using modern data analytics tools and techniques to identify trends and patterns and how they affect your customer retention and satisfaction, we go a step further by gathering useful insights from the analyzed data and proposing solutions that will help you see significant improvement in retention and satisfaction.

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