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Get actionable insights with call centre quality assurance software.
Finding it difficult to keep up with QA in a high-volume contact centre?
Manual quality assurance is slow, time-consuming and impossible to scale. Sifting through endless call recordings leaves compliance to chance, making it harder to detect quality issues, give meaningful feedback to agents, and deliver consistent customer experiences.
The result? Compliance risks, disengaged agents and missed opportunities to improve performance.
With MaxContact’s AI-powered QA software, you can automate, streamline and scale your QA processes. See the benefits of real-time insights, unbiased performance evaluations and actionable coaching recommendations. All while ensuring full compliance and improving agent engagement.
Boost agent performance and compliance with call centre software.
Automate QA with call centre quality assurance software from MaxContact. Implement a scalable QA process that’s free from bias and loaded with actionable insights. Balance customer experience with operational KPIs, and build high-performing teams that deliver successful call outcomes compliantly.
Why your call centre needs AI-powered quality assurance software.
Quality assurance can be a time-consuming task, but our enhanced features do all of the hard work for you so you can focus on improving your team’s performance.
Comprehensive Monitoring
Our quality assurance software goes beyond call conversations. Monitor conversations across SMS, web chat and email with live monitoring. By reviewing customer engagements, you can gain insights into call quality and recurring themes and topics. Enjoy unlimited call recording and QA licences at no extra cost.
Compliance Made Simple
Compliance isn’t optional. MaxContact’s QA tools help you track, review, and evidence compliance across all interactions. We help your call centre meet industry regulations. Stay ahead of fines, protect your reputation, and give your team the confidence to operate compliantly.
Insightful Coaching
Gain deeper insights powered by AI and uncover the ‘why’ behind customer objections and agent performance. Pinpoint what works and what doesn’t and create tailored training for your teams.
Activate call centre software features that empower effective QA.
Our contact centre software has multiple features that make quality assurance easier and more effective:
- Turn call recordings into written transcripts and search for keywords related to compliance.
- Monitor call sentiment and uncover the differences between positive and negative interactions.
- Gain deeper insights into how agents overcome common objections.
- Provide your call agents with tailored, actionable feedback and develop their confidence and performance.
Learn more about the features that enable efficient QA.
Turn lengthy audio files into searchable transcripts with SpoknAI.
SpoknAI is our speech analytics feature. Record 100% of calls into transcripts. Use the search function to find certain keywords associated with compliance or vulnerable customers and make your quality assurance process faster and more efficient.
Gain objective insights into customer interactions with Sentiment Analysis.
Sentiment analysis enhances QA by uncovering deeper insights into customer interactions. There is no need to rely on manual call reviews or subjective agent assessments. Sentiment analysis automates and scales QA efforts by identifying call temperature and overall satisfaction.
Get better performance insights, improve coaching and drive better call outcomes with Success Intelligence.
Integrate Success Intelligence into QA and gain actionable insights beyond compliance. Identify what makes top-performing agents successful and replicate their techniques across your team. Understand key themes behind customer objections, frustrations and satisfaction – and adjust call scripts and agent training to encourage continuous improvement.
AI & Analytics Reporting strengthens QA with real-time data insights.
Our AI & Analytics Reporting strengthens QA by providing real-time insights into key performance metrics. Optimise the performance of your agents while balancing customer satisfaction and operational efficiency.
HoneyLegal enhanced QA and sales performance with Spokn AI
“Spokn AI will absolutely revolutionise the way we approach sales training and people’s individual performance,” says Karl from HoneyLegal.
With Spokn AI, HoneyLegal transformed their QA process, gaining deep insights into call performance, compliance and agent success. This helped them streamline quality control, enhance coaching and scale performance improvements across their team.
Call centre quality assurance FAQs
1. How does QA software improve compliance in contact centres?
QA isn’t just about improving agent performance. It’s a compliance requirement across many industries, including sales, debt resolution and finance.
With MaxContact’s AI-driven QA software, you can automatically review 100% of interactions and flag compliance risks before they escalate. Easily track regulatory adherence across calls, emails and chats.
Move away from random QA sampling, ensure full compliance and avoid hefty fines.
2. How does AI improve the QA process in a call centre?
Traditional QA relies on manual reviews of a small percentage of calls, which makes it slow, subjective and difficult to scale.
MaxContact’s AI-powered QA software analyses every interaction, providing real-time sentiment analysis, compliance tracking, and data-driven coaching insights.
3. What’s the difference between manual QA and AI-driven QA?
| Feature | Manual QA | AI-Powered QA (MaxContact) |
| Coverage | xx% of calls reviewed | 100% of calls analysed |
| Speed | Time-consuming, slow to scale | Instant insights, real-time monitoring |
| Accuracy | Prone to bias & inconsistency | Data-driven, objective scoring |
| Compliance Tracking | Misses risks due to small sample size | Full compliance monitoring across all interactions |
4. How does quality assurance impact agent performance?
When QA becomes nothing more than a tick-box exercise, agents get limited feedback and struggle to improve.
With MaxContact’s QA insights and coaching tools, managers can build a better picture of agent strengths and weaknesses, provide personalised feedback, and replicate top-performing behaviours. This leads to higher engagement, confidence and success rates.
5. How does QA software reduce costs in a contact centre?
Effective QA reduces repeat calls, escalations and compliance penalties, which all cost time and money. AI-powered QA eliminates manual call reviews, freeing up QA managers to focus on strategy and coaching instead of sifting through audio files.
See MaxContact in action
Ready for a customised demo for you and your organisation? Get in touch.