Powerful Call Center Quality Assurance Software

What is call center quality assurance software?

Contact center quality assurance is the process by which supervisors can observe their agents’ performance to track if the call is up to the contact centers’ requirement and expectations. Effective quality assurance software allows call center management to quickly discover issues within their teams through proactive monitoring of interactions between customers and their agents. 

Who should use a VoIP Predictive Dialer Software?

Every business with a call center, or a contact center, can greatly benefit from employing a predictive dialer software. However, predictive dialers are most commonly used in telemarketing, market research, and customer service follow-ups. 

Predictive dialers assign calls to those agents who are best qualified to answer the calls, which is another feature that every call center can benefit from.

How does VoIP Predictive Dialer work?

Predictive dialers mechanically dial multiple numbers at once based on factors such as average call duration for the agent, and the campaign’s pre-set ratio. The dialer notes all busy signals and out-of-service numbers on the list. The system is able to distinguish between when a call is sent to voicemail and when it is answered. Calls that connect will be automatically transferred to call center agents to talk to respondents.

Why is call center quality assurance important?

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Omnichannel quality monitoring

Predictive dialers eliminate the need for manual dialing, which allows agents to focus on tending to calls. This allows agents to answer or make many more calls in the same time frame, not only increasing agent productivity but call center productivity as a whole.

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Improve customer experience

Customers tend to rate their customer experience with a brand more positively after a pleasant or fruitful interaction with their contact center. Call center quality assurance software can help ensure that your agents and systems are working seamlessly to deliver positive outcomes to your callers, thus improving customer experience.

Monitor incidents in Real time

Monitor incidents in Real-time

Track and measure your contact centers’ performance in real-time. Whisper mode allows supervisors to speak to agents in real-time without the customers hearing them, which ensures that no situation goes awry. Seamless transfers allow for routing calls to your retention team to deal with negative interactions.

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Compliance with regulations

There are many compliances which call centers have to deal with on a daily basis such as DNC, GDPR regulations, HIPAA compliance for those in the healthcare sector, Auto dialing issues and more. Call center quality assurance software can allow businesses to monitor their calls and ensure strict adherence to these regulations.

Call Center quality assurance software by Voxco

Powerful analytics

Utilize powerful analytics tools with your call center quality assurance software to understand why your callers behave the way they do, and get insights into how you can improve workplace productivity.

Intuitive dashboards

More informed agents = better caller experiences. Voxco’s intuitive dashboards relay useful information about the caller to their agents’ dashboards, ensuring minimal time is spent searching for customer details.

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Why choose Voxco Dialer for your VoIP Predictive Dialer needs

Premium Support and Service

Voxco has decades worth of experience in CATI telephone survey systems and has a highly equipped team of professionals that are available to help meet your specific needs.

Integrated Telephony System

Voxco lets you integrate Voxco CATI/IVR and Cloud-dialer with the telephony system of your choice for maximizing the productivity of your call center software. Blend inbound and outbound calls and improve call resolution rates by using our automated, manual, or hybrid dialing modes.

Advanced IVR Setting

With Voxco's advanced IVR settings, it becomes easy for a call center automation software to streamline various tasks such as putting custom on-hold music, generating automatic recap emails, or providing an efficient self-service option.

Insightful Analytics

Voxco’s best-in-class analytics can empower the call center automation software to transform customer feedback into actionable insights. Draft a visual story through that data to understand your customers well. Dive deeper into our analytics software, here.

Quality Control and Process Management

Voxco Dialer helps you monitor, measure, and improve the performance of call centers everywhere with features that facilitate live monitoring of calls and the recording of full or partial calls. Additionally, have access to the Dialer Dashboard where you can create project performance reports or check on agent productivity.

Better quality control and productivity monitoring

Listening and recording options

  • Live call monitoring – listen to ongoing calls for QA or training purposes
  • Record full or partial calls – Useful for future training or listening, client compliance, etc.
  • Play any audio file to respondents (e.g. your brands’ jingle, their own previously recorded answers and more)
  • Set recording commands (e.g. pause at sensitive questions)
  • Multiple modes – Supervisors can enter the conversation with the agent and caller in conference at any time. Whisper mode allows supervisors to speak with agents without callers hearing or being interrupted in any way.

Advanced productivity monitoring

  • Powerful dashboards: Real-time statistics on lines, agents, projects (including details like idle/waiting/ talk time, number of calls, delay between each call, call drop rate, and more)
  • Fully customizable alerts on specific performance criteria
  • Visual customization of agent activity
  • Reporting capability according to your information needs

Leverage call centers for more than just support

Surveys

Call centers can be used to conduct surveys at a large scale. Voxco IVR and CATI Software make it easy to conduct 1:1 or self complete surveys and manage large scale research projects. Read how Siena college leveraged Voxco’s omnichannel survey solution to make over 3 million calls and provide real-time insights into the House and Senate races!

Omnichannel feedback management

Call centers are an important touchpoint for customers, with a positive or negative interaction having the potential to influence how customers perceive your brand. Voxco’s telephony solutions (CATI and IVR surveys) allow contact centers to conduct phone surveys to gather customer feedback and get insights into possible problem areas for your business. Call Center quality assurance software can help understand where this key touchpoint can be improved, and if your customer experience is in line with customer expectations. Results can be seamlessly integrated with findings from online and face-to-face surveys to provide a holistic picture about your overall customer experience. 

Why Voxco

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TCPA compliance

Get access to distinct manual calling deployment scenarios tailored to any call center quality assurance software requirements. Automated case distribution, integrated call monitoring and accurate call statistics will help boost productivity levels and ensure TCPA compliance is met.

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Flexible hosting solutions

Don’t let bad hosting solutions hold your call center back! Voxco allows you to store your call center quality assurance software data securely in the cloud or on premises.

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Premium Support

Our best in class service and support will ensure a smooth and seamless transition to voxco, and help you get the most from your call center quality assurance software.

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Population of Interest

Population of Interest: Find one that fits yours Market Research Toolkit Get started with Voxco’s Market Research Toolkit. Market Research trends guide + Online Surveys

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Questionnaire

Questionnaire : Types, Examples & How to design Try a free Voxco Online sample survey! Unlock your Sample Survey SHARE THE ARTICLE ON Share on

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Great Research
Fast Insights
Best-in-class ROI

Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.

Join 500 + global clients across 40+ countries

Great Research
Fast Insights
Best-in-class ROI

Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.

Join 500 + global clients across 40+ countries