Best Call Center QA Software 2025 Selection Guide

There are three pillars, in which there are several features that good Call Center QA software should have. Here are the key things to look for as you compare them:

1. Complete Coverage with AI Analysis

If you’re not looking at 100% of your calls, chats, and emails… you’re just missing stuff.

That’s where AI’s actually useful. Because it can auto-score everything.

Solidroad’s quality platform does this by default (scoring every interaction so nothing slips through the cracks). And that’s really the bar you should hold any QA software to in 2025.

• Omnichannel support.

  Customers don’t care if your “QA tool doesn’t support that channel yet.” They’ll still email, call, chat, or talk to your bot at 2am. The good platforms pull all of it in (phone systems, CRMs, helpdesks, even AI chatbot logs) so you can see the whole picture.

  Solidroad, for example, covers all channels you can think of (phone, chat, email etc…).

  
  

• Custom criteria (not one-size-fits-all).

  Every business measures quality differently. Your scorecard should match your reality, not someone else’s template.

  Good tools let you set the criteria, weight them, and change them over time. If “address the customer’s emotion” is important, you can make that part of your scoring.

  Pre-trained models are fine to start, but you’ll want to make it yours.

  
  

• Analytics that tell you something.

  Scoring is nice. But the real win is spotting patterns. If call volume about pricing jumps this week, or QA scores drop right after a new product launch, you should see that instantly. And then fix the root cause, not just coach the agent.

BTW - if you want to learn more about how to do proper Customer Service Empathy Training, here's a quick in-depth read for 7 Exercises that actually build EQ.

2. Actionable Coaching & Training Integration

Reviewing calls is step one; step two is improving agents based on those reviews. Solidroad for example, has a training platform turns QA into skill-building.

And like Solidroad, the best QA platforms will always have built-in ways to act on the findings.

• Agent feedback loops:

  As soon as an interaction is evaluated, the agent should get notified with what went well and what didn’t. Even better if the platform has agent-facing dashboards or real-time cues.

  At least ensure there’s a system for agents to review their scores and manager comments quickly, not in a quarterly report.

  (In fact, here's more about how RyanAir built Solidroad into their training flow so managers see instant scores, skip hours of manual review, and focus coaching where it matters.)

  Some other tools like Observe.ai can also pop up prompts to agents during calls (something like - “Customer mentioned cancel, remember to offer a retention option!”).

  
  

• Targeted training or practice:

  If an agent keeps flubbing a certain call type, your QA tool should help them fix it. This could mean surfacing a relevant micro-training (e.g. a short LMS module or knowledge article) or – even better – generating a simulation for them to practice.

  For example, Solidroad automatically creates role-play scenarios from real missed opportunities, so agents can rehearse the correct approach in a safe setting.

  The key is a tight link between QA findings and training content. Without it, QA is just punitive (“You got a 6/10, try harder”), which nobody loves.

  
  

• Coaching workflows:

  Look for features like one-on-one coaching modules, the ability to leave notes on call transcripts, tagging interactions for follow-up, and tracking improvement over time.

  Some platforms include dedicated coaching or LMS modules where you can assign learning content or schedule coaching sessions based on QA results.

  The platform should basically support your managers in turning QA data into tangible development plans for reps.

BTW - if you want to learn more about de-escalation exercises for your customer service training, here's a quick read!

3. Ease of Use and Adaptability

Most teams buying QA tools are enterprise, with big org charts, big budgets, and lots of moving parts.

But here’s the catch: even in enterprise, people want the same thing smaller teams do. They want to be able to get in, make changes, and not have to open a support ticket every time they want to move a button.

• Control without complexity.

  You should be able to tweak scorecards, dashboards, and workflows, without it turning into a multi-week project. The heavyweight tools give you the flexibility, but can overwhelm you.

  Solidroad for example, is very self-serve and lightweight to use, and at the same time has deep customization options.

  Others, like Loris, make it easy to start with pre-trained AI, but you might hit the ceiling when you want to do something specific. The sweet spot is being able to go either way: simple on day one, but deep if you want it.

  
  

• Fits into your stack.

  If it’s not pulling from your CRM, helpdesk, call recorder, and workforce management platform, you may not see the complete picture of your interaction quality.

  Solidroad integrates with the leading tools best-in-class CX teams rely on, including Zendesk, Gong, Guru, Intercom, Front, and more.

  
  

• Change it instantly.

  A product update drops, a new compliance rule comes in, you spot a new trend — you should be able to update your QA form or training scenario that day. DIY speed is essential. But when you do need vendor help? You shouldn’t be waiting a week. The best tools pair self-serve controls with actual humans on chat or email who get back to you fast.

  
  

• Scales with you.

  Handling thousands of hours of calls is one thing: doing it without a huge data science team is another. Make sure the cost and complexity scale reasonably as you grow.

So the ideal setup is: self-serve speed + deep customization + ultra-fast vendor support when you need it.