New Quality Management from Qualtrics Improves Contact Center Performance and Agent Retention

Qualtrics announced Qualtrics Quality Management (Qualtrics QM), a new human-assisted, AI-powered quality assurance solution that empowers contact center managers with critical AI-powered insights into customer needs , agent effectiveness, and overall performance so they can act quickly to improve their customer experience, reduce operational costs and compliance risk, and better assess their agent performance.

The quality of customer support provided by contact center agents has a direct impact on customer loyalty. 43% of consumers say they would switch brands after just one negative customer service interaction. Amid heightened customer expectations and high agent turnover, companies are struggling to improve customer service and deliver consistent quality across multiple service channels.

Today, many contact center quality assurance (QA) practices are expensive, manual, slow and biased, typically relying on a QA manager reviewing an average of only 3-5 calls per week per agent. A new Qualtrics study found that 33% of customer service agents felt their performance was not evaluated fairly and only 41% said they were encouraged to provide personalized and empathetic experiences.

“Contact center teams need to transform their quality assurance and agent coaching programs to increase customer satisfaction and agent efficiency while reducing operational costs and compliance risks,” said Fabrice Martin. , Product Manager for Qualtrics Customer Service. “No other solution brings together all customer interactions, whether handled by an agent or a bot, on a single platform with automatic smart scoring, coaching insights and the integrated workflows needed to deliver seamless management. real-time quality at scale.”

Intelligent scoring of every interaction, personalized coaching insights, and integrated workflows fuel an innovative approach to quality management

Qualtrics QM leverages Qualtrics’ patent-pending Smart Scoring feature, which uses AI to identify key attributes to measure customer service success, such as problem resolution, friendliness or compliance, and logs interactions in real time. Through an integration with Qualtrics XM Discover, contact center teams can analyze every interaction, from unstructured feedback like chat and calls to structured survey feedback.

As each interaction is logged, customer service teams can connect workflows to automatically escalate, alert, and notify relevant teams of violations or negative interactions while capturing and reporting on remediation efforts. In highly regulated industries, quality management and service teams can quickly access dashboards with the data they need to identify and flag compliance risks to avoid costly fines.

Qualtrics QM also automatically organizes coaching recommendations and exemplary calls for agents and managers to review and gives them the opportunity to comment on the score results. Agents can filter and browse interactions that are scored against key attributes to measure customer service success, identify self-coaching points, and flag ratings they don’t deem fair.

Leading organizations use Qualtrics QM to reduce costs, save time, and improve agent attrition rates, saving millions of dollars annually

Vera Bradley relies on Qualtrics QM to automatically monitor, rate, and score behaviors in 100% of her service reps’ calls and chats. Qualtrics QM closes previous gaps in quality scoring and improves the scalability of its quality assurance program, uncovers new training opportunities, and drives agent engagement.


Qualtrics QM is generally available today and is already helping several Fortune 100 companies deliver better customer and service agent experiences.

Further information

Learn more about Qualtrics Quality Management on our website.

About Qualtrics

Qualtrics, the leader and creator of the Experience Management (XM) category, is changing the way organizations manage and improve the four core experiences of business: customer, employee, product, and brand. More than 16,750 organizations around the world use Qualtrics to listen to, understand and act on experiential data (X-data™) – the beliefs, emotions and intentions that tell you why things happen and what happens. have to do about it. The Qualtrics XM Platform™ is an action system that helps companies attract customers who stay longer and buy more, engage employees who create a positive culture, develop breakthrough products people love, and build a brand that excites them.

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