Guarantee consistent, quality customer service
Score every interaction, on every touchpoint, in real time – and deliver customer service that speaks volumes. With Qualtrics, you’ll experience holistic, AI-enabled contact centre performance monitoring that ramps up agent engagement and drives down costs.
The world's
best brands
choose
Qualtrics
Today's reality
Inefficient activities
Subjective, cumbersome, and incomplete evaluations. Too much time is spent looking for coachable moments.
Inhibited representative problem-solving
Lack of rep empowerment and performance clarity, where coaching not clearly tied to impactful behaviours.
Lacking customer perspective
Sampled customer information from post-call surveys. Inability to split rep performance from aggregate metrics like NPS or CSAT.
100% scoring on every channel
Manual call sampling is like squinting through a peephole. Open the door to full, real-time scoring with Qualtrics – with every interaction monitored, parsed, and understood. This is agent analytics that keeps up with contact centre demand.
- Scale your QA teams, empowering them to do what they do best - help improve your agents
- Bridge manual and automated QA as you analyse 100% of interactions, while also powering your manual programme
Objective agent scoring designed for what comes next
Define what high-quality service looks like for your business and let our AI-powered solution do the rest. Qualtrics uses Natural Language Processing (NLP) to evaluate agent empathy, script adherence, and customer sentiment – delivering transparent, actionable scores that’ll shape your customer support strategy.
- Intelligently score every interaction, understanding exactly what part of the journey is causing your customers pain
- Leverage over 150+ pre-built, highly-accurate models, giving you immediate time to value
EBOOK_
State of the contact centre 2025 report
With the growing usage of AI but also the scepticism around it, businesses will have to find the balance between speed, effectiveness, and the vital importance of human to human connections. Our trends report will equip you with the insights and advice to future-proof your contact centre operations.
Employee experience = customer experience
Our platform combines scores from automated assessments, customer surveys, and ongoing QA evaluations into one comprehensive overview. That way, you’ll identify new areas for improvement, help your agents thrive, and consistently bolster your customer experience.
- Understand feedback from all sources - QA analysts, coaches, and even self-evaluations - to ensure Agents feel heard and valued
- Connect quality scores to customer outcomes such as churn and re-purchase rate, giving your programme a tangible ROI
Stay on track (and in the black)
With 24/7 monitoring, you can rest easy knowing every interaction, on every channel, is being analysed for compliance and risk. If a call begins to break protocol or defy regulations, our system automatically notifies the appropriate people – enabling quick, corrective action.
- Keep your policies, and your agents, aligned with current regulations and avoid massive potential fines
- Identify risks in your processes, and fix them, before they become serious concerns
How are we driving growth
How are we driving growth
In just one year, Qualtrics has helped us to make huge improvements in customer satisfaction. Our NPS improvements are through the ceiling because now our customer service staff feel responsible for the customer's experience.
Customer Experience Director
30%
improvements in NPS across all touchpoints
Upgrade your programmes simply with flexible, scalable pricing plans
Upgrade your programmes simply with flexible, scalable pricing plans
Contact Centre Quality Management FAQS
What is contact centre quality management?
Contact centre quality management is a comprehensive approach to ensuring excellence in customer service operations. It involves monitoring and evaluating agent performance, analysing customer interactions, and implementing strategies to improve overall service quality. This process includes call monitoring, performance metric tracking, feedback provision, and targeted training. By leveraging data-driven insights and best practices, quality management aims to enhance customer satisfaction, boost operational efficiency, and maintain consistency across all customer touchpoints. It's an ongoing effort that adapts to changing customer needs and industry standards, ultimately driving continuous improvement in the contact centre environment.
What is contact centre quality assurance?
Contact centre quality assurance (QA) is a subset of quality management focused specifically on evaluating and maintaining service standards in customer interactions. It involves monitoring calls, chats, and emails to ensure adherence to protocols and customer service benchmarks. QA typically includes scoring interactions, providing feedback to agents, and identifying training needs. While quality management encompasses broader operational aspects like process improvement and strategic planning, QA zeroes in on the direct touchpoints between agents and customers. Quality assurance forms the foundation for quality management, providing the granular data and insights necessary for larger-scale improvements in contact centre operations.
What is contact centre quality management software?
Contact centre quality management software is a specialised tool designed to streamline and enhance the quality assurance process in customer service operations. It automates call monitoring, scoring, and feedback delivery, while providing analytics on agent performance and customer interactions. These platforms often include features for call recording, speech analytics, and performance dashboards. By centralising quality management tasks, the software helps contact centres maintain consistent service standards, identify areas for improvement, and drive agent development, ultimately leading to enhanced customer satisfaction and operational efficiency.
What is agent performance monitoring?
Agent performance monitoring is a technique used by contact centres to understand how agents are performing, and identify areas where they could improve the service delivered to customers. It typically involves a scoring system, applied to either a sample of calls or (in more modern, tech-driven contact centres), every interaction agents are having with customers. It aims to look at experience indicators such as behaviour of an agent as well as the behaviour and sentiment of the customer, alongside operational metrics like First Contact Resolution, Average Handling Time or customer retention to identify which agent behaviours are most likely to lead to positive customer outcomes like repeat purchase or high satisfaction. Performance monitoring gives contact centre leaders the tools to understand how agents are doing at both a team and individual level, and get granular insights and recommendations into which behaviours can be improved to have a bigger impact on the customer.
How do I improve agent performance?
To improve agent performance in a contact centre, implement a comprehensive training programme that includes both initial onboarding and ongoing skill development. Regularly monitor calls and provide constructive feedback, using metrics to track progress. Encourage peer-to-peer learning and mentorship programmes. Implement gamification techniques to boost motivation and engagement. Ensure agents have access to up-to-date knowledge bases and tools. Recognise and reward top performers to foster a positive work environment. Regularly seek agent input on process improvements and address their concerns promptly. Lastly, use quality management software to streamline these efforts and provide data-driven insights.