Best Quality Monitoring Tools for Call Center
Complete guide to choosing the right quality monitoring tools, AI-powered speech analysis, feedback surveys, workforce management, gamification and training—everything to transform your call center.
Matheus Guimarães
General Coordinator
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🎯 Why This Guide Is Important
Effective call centers depend on a robust ecosystem of tools to deliver exceptional customer service. O monitoring software de qualidade desempenha um papel fundamental neste ecossistema, empowering supervisors to evaluate agent performance, identify areas for improvement e, ultimately increase customer satisfaction.
🎯 Objective
This guide dives deep into the essential Quality tools available for call centers, exploring their functionalities and main providers.
🎯 Quality Monitoring Software
O monitoring software de qualidade de call center eficaz vai além de apenas monitorar chamadas. It allows you to improve the entire customer experience through informed decision-making and agent development.
Essential Features
Formulários Customizáveis
Adapt evaluation criteria to your specific business needs, ensuring agents are evaluated based on the most relevant skills and behaviors for your customers.
Avaliação Omnicanal
Monitor and evaluate interactions across multiple channels: phone, chat, email, social media and more, ensuring consistent quality across all touchpoints.
Feedback em Tempo Real
Provide immediate feedback to agents while the interaction is fresh, allowing course correction and better real-time performance.
Avaliação Automática
Automate basic scoring based on predefined criteria, freeing up supervisors' time for more complex evaluations and training.
Speech and Text Analysis
Gain insights from call and chat transcriptions. Analyze keywords, identify trends and understand customer sentiment.
Disputas de Feedback
Provide a platform for agents to contest evaluations, promoting a culture of open communication and trust.
Main Providers
CYF Quality
CYF stands out for its robust customizable scorecard features and real-time feedback capabilities. It offers a user-friendly interface that supports efficient evaluation and coaching processes, with a strong focus on flexibility and integration with existing systems.
Scorebuddy
Recognized for its comprehensive reporting and analytics tools. Provides in-depth insights into performance metrics and trends, helping managers make data-driven decisions with scalability and an intuitive dashboard.
Convin.ai
Stands out by leveraging AI-powered features, such as speech and text analysis, sentiment analysis, and real-time agent assistance functionalities. Ideal for increasing productivity through intelligent automation.
Playvox
Known for its comprehensive set of quality monitoring and workforce engagement tools. Offers gamification features, coaching modules, and omnichannel evaluation with robust integration.
Feature Comparison Table
| Features | CYF Quality | Convin.ai | Scorebuddy | Playvox |
|---|---|---|---|---|
| Free version | Yes | Yes | No | No |
| Customizable forms | Yes | Yes | Yes | Yes |
| Real-time feedback | Yes | Yes | Yes | Yes |
| Omnichannel evaluation | Yes | Yes | Yes | Yes |
| Feedback disputes | Yes | Yes | No | No |
| Calibration | Yes | Yes | No | Yes |
| BPO audit | Yes | No | No | No |
| Screen recording | Yes | No | No | No |
| AI Features | ||||
| Automated evaluation | Yes | Yes | Yes | Yes |
| Call summary | Yes | No | Yes | No |
| Sentiment analysis | Yes | Yes | Yes | Yes |
🎙️ Software de Speech and Text Analysis
Speech and text analysis software has revolutionized quality monitoring and customer service operations in call centers, enabling deeper insights into customer interactions through AI technologies and natural language processing.
Essential Features
Reconhecimento Automático de Fala (ASR)
Converts spoken words into text accurately, enabling detailed analysis of topics, sentiment, and agent performance. Fundamental foundation for all conversation analysis.
Processamento de Linguagem Natural (PLN)
Understands context and nuances of conversations, going beyond simple keyword matching. Identifies key topics and themes discussed in calls.
Análise de Sentimentos
Detects and categorizes emotions expressed in conversations, measuring customer satisfaction and identifying areas where improvements can be made proactively.
Integração com CRM
Provides a complete view of customer interactions, including transcriptions, sentiment analysis, and topic modeling, all integrated into your CRM system.
Main Providers
Convin.AI
Known for its comprehensive AI-powered analysis features. Excels in sentiment analysis, keyword identification, and real-time monitoring. Offers speech analysis for intent and predictive behavioral analysis.
Invoca
Stands out for its powerful voice biometrics and dynamic scripting features. Leverages AI to provide next best action recommendations, with a strong focus on real-time monitoring and alerts.
Tethr
Distinguished by its cutting-edge speech analysis for intent and comprehensive root cause analysis features. Offers dynamic scripts and advanced sentiment analysis.
📝 Software de Feedback Surveys do Cliente
Customer feedback surveys are crucial for call centers to gather insights about customer satisfaction, identify areas for improvement, and enhance overall service quality.
Essential Features
Feedback em Tempo Real
Capture feedback while it's fresh in the customer's mind. Post-call pop-up surveys and immediate post-call SMS options allow for more accurate and detailed responses.
Pesquisas Multicanais
Provide flexibility for customers to choose their preferred feedback channel via phone, email, SMS, or web links. This increases participation rates.
Lógica de Ramificação
Customize survey questions based on previous responses. This creates a more engaging experience and allows you to gather more relevant data.
Fluxos de Trabalho Automatizados
Automate survey distribution, reminders, and follow-ups, streamlining the process and saving your time significantly.
Main Providers
NICE CXone
Known for its robust real-time feedback options and advanced sentiment analysis features. Provides a comprehensive set of tools to capture, analyze, and act on customer feedback.
Medallia
Leader in customer experience management, offering powerful multi-channel surveys and user segmentation features. Excels in trend analysis and digital reputation management.
Dialpad
Stands out with real-time coaching prompts integration and conversational AI for surveys. Offers seamless multi-channel analytics and branching logic.
SurveySparrow
Reconhecido por sua interface amigável e flexibilidade na criação de feedback surveys envolventes. Offers trend analysis and efficient automated workflows.
👥 Workforce Management Software
Workforce management is a critical component for call centers, ensuring optimal staffing, efficient scheduling, and effective performance monitoring.
Essential Features
Previsão
Predicts call volumes and staffing needs based on historical data and trends, ensuring you have the right number of agents available.
Agendamento
Creates optimal schedules for agents to meet expected demand. This helps ensure efficient use of resources and avoids under or overstaffing situations.
Adesão em Tempo Real
Monitors agents' adherence to their schedules in real-time. This allows managers to identify potential issues and make adjustments as needed.
Gestão Intradiária
Offers flexibility to manage daily changes in staffing and demand dynamically. Essential for handling unexpected spikes in call volume.
Main Providers
Assembled
A comprehensive WFM platform designed for businesses of all sizes. Offers a user-friendly interface with features like forecasting, scheduling, and real-time adherence.
NICE WFM
Ideal for large enterprises with complex needs. Offers robust AI-based forecasting features and advanced predictive analytics for strategic planning.
Genesys WFM
Emphasizes a data-driven approach with a strong focus on sentiment analysis and anomaly detection for continuous workforce optimization.
Playvox WFM
Provides a highly integrated solution with a focus on gamification and agent engagement, in addition to robust workforce management features.
🎮 Software de Gamification and Recognition
A call center can be a demanding environment. Keeping agents motivated and engaged is crucial for maintaining high performance and a positive customer experience. This is where gamification and recognition come in!
Essential Features
Placares e Rankings
Leaderboards foster a friendly competitive spirit among employees, encouraging them to strive for excellence and providing public recognition for their achievements.
Pontos e Emblemas
Points and badges serve as tangible rewards for completing tasks or achieving goals, providing a sense of accomplishment and adding fun to the work experience.
Features Sociais
Social features allow employees to connect, share achievements, and collaborate, fostering a sense of community and teamwork.
Opções de Recompensa Múltiplas
Offering a variety of rewards ensures there's something for everyone, catering to different preferences and motivating employees in diverse ways.
Main Providers
Playvox
A comprehensive contact center solutions provider. Offers a robust gamification module that integrates seamlessly with its call recording and coaching software.
LevelEleven
Specialized in gamified coaching and performance management solutions. Uses gamification mechanics like leaderboards, badges, and challenges to make coaching more engaging.
AmplifAI
Focuses on AI-powered gamification solutions. Uses artificial intelligence to personalize the gamification experience for each agent, adapting rewards and challenges.
📚 Software de Training (LMS)
Enhancing and empowering your workforce is essential in today's dynamic business environment. Learning Management Systems (LMS) have become the cornerstone for achieving this, offering a centralized platform to deliver training materials, monitor progress, and measure learning effectiveness.
Essential Features
Definição de Metas
Allows learners to set personal learning goals, fostering a sense of ownership and direction in their professional development journey.
Acompanhamento do Progresso
Provides real-time insights into learner progress, allowing them to track their advancement and stay motivated throughout the learning journey.
Avaliações e Questionários
Evaluates knowledge retention and skill mastery through interactive quizzes and assessments that effectively test learning.
Gestão de Certificação
Yesplifica o processo de emissão e gerenciamento de certificações de alunos, providing valuable credentials upon successful course completion.
Main Providers
TalentLMS
An affordable and easy-to-use LMS solution, designed for businesses of all sizes. Emphasizes ease of use and offers a wide range of features for effective training.
Absorb LMS
Focuses on providing a highly customizable and scalable LMS solution. Serves enterprise-level organizations with complex training needs.
Docebo
Known for its powerful learning engagement features and focus on extended enterprise training. Serves medium and large-sized companies.
Complete Guide 2026:
IA em Garantia de Qualidade
Discover how QA leaders are using AI to reduce 80% of time in manual evaluations and increase consistency by 95%
Auto-Avaliação com IA
How to implement automated evaluation in your call center
Análise Preditiva
Identify problems before they happen with machine learning
ROI Comprovado
Real cases of companies that transformed QA with AI
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This comprehensive guide explored the best call center quality monitoring tools, covering six essential software categories to optimize call center performance and customer satisfaction.
📋 Key Takeaways
Quality monitoring software: Tools that go beyond monitoring and enhance the entire customer experience
Speech and text analysis: Technologies that enable deep insights into customer interactions
Feedback surveys: Systems to collect, analyze, and act on valuable customer feedback
Workforce management: Software to optimize scheduling, forecasting, and team management
Gamification and recognition: Platforms to engage and motivate agents through healthy competition
Learning systems: LMS to facilitate delivery and management of training programs
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