Tuesday, May 27, 2025
Call Center

Top 10 Call Center Quality Assurance Software in 2025

Let’s admit it — customers not only want to be dealt with properly; they want to be dealt with fantastically properly, and every time.

With a tarnished name that spreads faster than wildfire in today’s world, call centres simply cannot afford to be wrong. Thus, call centres are under more pressure than ever to render excellent service, be it by phone, email, chat, or social media.

But the sad fact is that managing a modern call centre is anything but easy. With teams working remotely, cross-chat on five different platforms, and customer expectations changing with the winds, it is hard to keep quality in line and spirit.

And, to say the least, the primitive old school method of checking a random few calls and praying has long been mercilessly guesswork.

So if you’re still relying on spreadsheets, sticky notes, it might be time to level up. Because when QA is done right with call center quality assurance software, everyone wins: your agents improve, your managers get clarity, and your customers leave happy.

What is Call Centre Quality Assurance Software?

Call centre quality assurance software, imagine, is your coach standing far behind watching over how your team interacts, aids, and assists customers, keeping them from going astray.

A combination of intelligent functions brought together under a single platform, whose sole goal is, every day, to see in motion your customer service agents’ best performance.

Instead of guessing what’s going wrong or right, this software gives team leaders a crystal-clear view of real conversations — whether it’s over the phone, through email, or live chat. From there, it’s all about using those insights to give better feedback, fine-tune training, and keep the customer experience sharp and consistent.

Here’s what it actually does:

It captures and reviews real customer interactions — calls, emails, chats, you name it. Supervisors can listen in, watch transcripts, and see how agents are handling tone, pace, language, and clarity — either live or after the fact.

Using scorecards, checklists, and automation, managers can see how well agents are following scripts, solving problems, and sticking to the rules. It helps track who’s smashing it — and who might need a hand.

The real magic? It’s not just about pointing out what went wrong — it’s about helping agents grow. QA software makes it easy to give real feedback, book coaching chats, and offer training that’s actually useful.

Different Types of Call Centre QA Software

Not every QA tool in a call centre is about scorecards and ticking boxes. There are quite a few types out there, each doing its job. Here’s a breakdown—simple, clear, and from someone who’s probably been in your shoes.

Speech Analytics

This one’s about listening in—but with software. It turns call recordings into transcripts and then scans them for keywords, tone, and whether agents are sticking to the script.

Handy if you want to pick up patterns or spot red flags. It saves time on manual reviews, especially when there are hundreds of calls to go through. It’s also decent for figuring out if your customers are angry, confused, or just bored.

Screen Monitoring

Ever wondered what your agents are actually doing during a call? This tool records their screens while they’re talking to customers. It helps spot messy workflows, time-wasting, or tools that don’t work well. It’s not about spying—it’s about fixing friction points that scripts can’t show you.

QA Scorecards

This is the classic method. You set your criteria—like greeting, tone, and problem-solving—and score agents on each part. Some tools let you build your templates so they fit your business. Good for consistency and keeping reviews fair. It’s not perfect, but it’s still useful when done right.

Coaching Tools

These help with follow-up. After you’ve reviewed calls or flagged issues, coaching platforms let you schedule sessions, share notes, and track progress. It’s less about catching mistakes and more about helping agents grow. Think of it as your digital whiteboard for training and 1-on-1s.

10 Best Call Center Quality Assurance Software in 2025

1. Enthu.ai

Best Fit: This amazing call center quality assurance software is best for small to mid-sized call centers seeking AI-driven insights.

What It Does Well

  1. Automated call scoring and transcription.
  2. Sentiment analysis and keyword tracking.
  3. Customizable scorecards and dashboards.

Why It’s Great

  1. User-friendly interface with quick setup.
  2. Scalable solutions for growing teams.
  3. Affordable pricing structure.

What Might Bug You

  1. Limited integrations with some CRM systems.

2. Scorebuddy

Best For: Bigger teams that care about in-depth feedback and ongoing improvement, not just ticking boxes.

What It Does Well

  1. Build-Your-Own Scorecards – You get full control over what you’re tracking. Set your own criteria based on what matters to your customers and business goals.
  2. Training Built-In – There’s a learning hub baked into the platform, so you can actually do something with your QA results instead of just talking about them.
  3. Automation That Works – Schedule reviews, set up alerts, and keep track of everything through visual dashboards that don’t make your eyes glaze over.

Why It’s Great

  1. Super detailed analytics show where agents are slipping up and how they’re improving over time.
  2. It connects easily with most CRM or helpdesk platforms, so there is no need to rip out what you’re already using.

What Might Bug You

  1. It’s feature-rich — maybe too rich at first. There’s a bit of a learning curve before it feels second nature.

3. Calabrio ONE

Best For: Companies that want an all-in-one powerhouse of a call center quality assurance software for team performance, customer insights, and staying compliant.

What It Does Well:

  1. Smart QA with AI – Uses artificial intelligence to flag dodgy calls, detect patterns, and help you spot issues before they blow up.
  2. Full-Spectrum Analytics – Analyses chats, calls, and emails for tone, keywords, and compliance gaps.
  3. All-in-One Workforce Tools – Syncs with scheduling, forecasting, and agent productivity tools, making it a complete solution.

Why It’s Great

  1. Gives you a bird’s-eye view of how things are really going — both from your agents’ and your customers’ perspectives.
  2. Its predictive features help managers get ahead of problems instead of always playing catch-up.

What Might Bug You:

  1. It’s not cheap. Smaller teams might struggle to justify the cost.

4. Playvox

Best For: Support teams that want to keep agents motivated and growing, especially in fast-paced environments.

What It Does Well:

  1. Clear QA Tools – Helps you build evaluation processes that are actually aligned with your business goals.
  2. Coaching with a Twist – Adds fun through gamified elements, making performance reviews feel less like a lecture.
  3. Live Dashboards – Keeps managers in the loop with real-time updates and easy-to-digest reports.

Why It’s Great

  1. Gamification makes it easier to keep agents engaged (and even have a little fun with it).
  2. Excellent coaching tools help agents learn without feeling micromanaged.

What Might Bug You

  1. May not play nice with older software setups or highly customised platforms.

5. CallMiner Eureka

Best For: Companies that live and breathe data, especially those with strict compliance needs.

What It Does Well:

  1. Live Speech Analysis – Picks up on tone, keywords, and red flags while the call is still happening.
  2. Emotion Tracking – Yes, really. It gauges how customers feel, not just what they say.
  3. Auto-Scoring – Cuts down manual QA work by delivering performance insights automatically.

Why It’s Great:

  1. Offers a deep dive into every call, helping you understand what’s really going on between agents and customers.
  2. Strong on compliance, especially if you’re in a tightly regulated industry.

What Might Bug You:

  1. If you’re new to AI tools, it might take time (and patience) to get the hang of things.

6. Qualtrics CustomerXM

Best For: Brands are serious about customer experience, not just support tickets, but the whole journey.

What It Does Well:

  1. Collects Feedback Everywhere – From calls and emails to surveys and socials, it brings all the insights into one place.
  2. Predictive AI Tools – Helps you figure out what your customers need — sometimes before they know.
  3. CRM Friendly – Integrates easily with your existing tools like Salesforce or Zendesk.

Why It’s Great

  1. It’s not just QA — it’s a full-on customer experience platform that connects service with strategy.
  2. The analytics are next-level if you’re ready to dive deep into the data.

What Might Bug You

  1. Definitely on the pricey side, which could be a tough sell for smaller teams or startups.

7. Level AI

Best Fit: Perfect for tech-savvy teams that want smarter QA tools to really get what’s happening in customer chats.

What It Does Well:

  1. Real Conversation Understanding: It doesn’t just look for keywords—it actually gets the meaning behind what’s being said.
  2. Tailored Scoring Rules: QA managers can tweak evaluation setups to fit different goals, teams, or compliance needs.
  3. Live Coaching Tools: Offers in-the-moment prompts to help agents respond better while they’re on a call.

Why It’s Great

  1. It stands out for how well it understands tone and context, and it is great for fine-tuning training and feedback.
  2. Grows with your business, whether you’re a small team or a growing enterprise.

What Might Bug You

  1. Setting it up might be tricky if you’re using unique workflows or custom CRM setups.

8. Talkdesk Quality Management

Best Fit: Ideal for companies already using Talkdesk who want to keep everything under one roof for smoother QA.

What It Does Well:

  1. Full Call + Screen Recordings: Let’s you review exactly what happened in every interaction. It’s great for training and compliance.
  2. Flexible Review Forms: QA teams can build scorecards that reflect your brand and service standards.
  3. Fast Feedback Options: Makes it easy to jump in and coach right after an interaction.

Why It’s Great

  1. Works effortlessly with other Talkdesk apps, so your processes stay connected.
  2. Clean, simple interface—easy for new team members to pick up.

What Might Bug You

  1. If you’re not using Talkdesk already, you won’t get the full value out of it.

9. MaestroQA

Best Fit: Great for remote and hybrid teams that value clarity, coaching, and regular feedback.

What It Does Well

  1. Custom Scorecards and Workflows: Easily adapts to your team’s structure, goals, or shift patterns.
  2. Screen Capture Tools: Helps pinpoint process gaps or areas where tools slow agents down.
  3. Coaching and Score Calibration: Keeps everyone on the same page with consistent scoring and regular discussions.

Why It’s Great

  1. Encourages open, constructive conversations between QA, agents, and team leads.
  2. Works well across multiple support channels—phone, email, and live chat.

What Might Bug You

  1. The analytics might not be as deep as some other platforms, especially for big enterprise teams.

10. CYF

Best Fit: Spot on for companies that want affordable AI QA tools without losing out on the good stuff.

What It Does Well

  1. Call Transcripts and Summaries: Automatically writes up what happened in calls—no more slogging through recordings.
  2. Checks for Compliance: Makes sure agents stick to scripts, rules, and your brand’s tone.
  3. Data Security: Takes customer privacy seriously and stays up to date with compliance rules.

Why It’s Great

  1. You get top-tier features at a fraction of the usual cost.
  2. Speeds up the review process so your QA team can make quick decisions.

What Might Bug You

  1. Not as well-known, so finding user groups or online help might take more digging.

FAQs

What’s actually the best call center QA software out there?

That kinda depends on what you’re after. If you’re big on automation and want the AI to do the heavy lifting, Enthu.ai is a strong pick. It’s fast, smart, and saves time.

But if you’re more into detailed reports and hands-on evaluation, Scorebuddy and Calabrio ONE are solid, too. No single tool wins for everyone — pick the one that makes life easier for your team.

How does this QA software even work?

Think of it like your quality control assistant. It listens to calls, watches chats, or reads emails — then breaks it all down. Did the agent greet the customer properly? Did they follow the script? Were they polite, helpful, or just robotic?

The software checks all that. Then it spits out reports or scores, so you know who’s smashing it and who might need a bit of coaching.

Can I try one of these tools without paying?

Yeah, you don’t always have to pay upfront. Plenty of tools offer free trials — some for a week or two. But if you want something free that you can actually use long-term, look into CYF.

It’s got a no-cost plan with the basics: automated call checks and simple analytics — just enough to get a feel for how QA works without spending a cent.

How do I know which QA tool is right for my call centre?

Start with the basics: How big is your team? Are you getting 20 calls a day or 2000? Do you want something plug-and-play or fully custom? Look for features like scorecard editing, CRM integration, AI insights, and easy coaching tools.

But here’s the deal — don’t pick the fanciest software. Pick the one your team will actually use and understand without a 3-day training course.

The Final Say

Look, these days, call center quality assurance software isn’t just a nice extra — it’s pretty much a must-have if you want your customers happy and your agents doing a good job.

The right tool does more than just listen in; it helps you spot where things are going sideways, coach your team better, and keep customers coming back without all the guesswork.

Whether you’re a tiny startup or a huge company, there’s something out there that’ll work for you. If you want fancy AI stuff, Enthu.ai has you covered. Need something a bit bigger and more detailed? Check out Scorebuddy or Calabrio ONE. And if cash is tight, CYF gives you decent features without costing a dime.

At the end of the day, take a bit of time to find what fits your team best. Because good service isn’t magic — it’s something you build up, keep an eye on, and make better every single day.