QualityDesk
Last Updated
Overview
QualityDesk is a comprehensive quality assurance and coaching solution designed to bridge the gap between data-driven evaluation and human-centric agent development. While excessive features may overwhelm new users, it features Interactive Coaching Forms and Visual Reporting, to ascertain quality services.
QualityDesk Specifications
- Call Recording
- Call Monitoring
- Call Reporting And Analytics
- CRM Integration
QualityDesk Features
Integrated Coaching Module
QualityDesk places coaching at the center of the workflow. Supervisors can schedule coaching sessions directly within the app, link them to specific evaluations, and track the agent's commitment to improvement goals over time for better results.
Leading Quality Assurance
One of the most common challenges in contact centers is the reluctance of team leaders to perform regular evaluations. While customer calls are often listened to, they are rarely assessed to the level required for true performance growth. This gap exists because traditional tools are cumbersome, information is fragmented across spreadsheets, and tracking long-term quality development feels impossible.
Structured Evaluation Forms
This feature allows supervisors to create customized scorecards for different interaction types, such as sales calls or support chats. These forms ensure that every evaluation is objective and consistent, providing a clear framework for what constitutes high-quality service across the entire organization.
Pros And Cons of QualityDesk
Pros
QualityDesk prioritizes agent growth with an integrated coaching module
most teams can be fully operational within 2 to 4 hours without needing an extensive IT integration
Features like self-evaluation and individual progress dashboards boost employee engagement
Cons
Managing complex dimensions and creating deep-logic evaluation forms requires guidance
Excessive features may overwhelm new users
QualityDesk Reviews
Total 3 reviews
4.7
All reviews are from verified customers
Rating Distribution
5
Stars67%
4
Stars33%
3
Stars0%
2
Stars0%
1
Stars0%
Share your experience
Utilities, N/A employees
“User friendly setup with responsive support”
Pros
Getting started with the platform was quick and moving around it feels very user friendly. The standout feature for me is how quickly you can access live support. There's already a detailed online help center but when something goes wrong or you want to share suggestions or specific requests, it's simple to contact the support team and talk through what your organization needs.
Cons
The features available right now meet our current requirements but down the road it would be nice to have more flexibility in how the evaluation and coaching forms can be customized to fit specific needs.
Rating Distribution
Ease of use
9
Value for money
8
Customer Support
8
Functionality
7
Information Technology and Services, N/A employees
“great quality monitoring”
Pros
It is very user friendly for both team managers and customer service agents. It has helped our organization track quality in a much more structured and consistent way.
Cons
Its reporting features still need the most improvement and further development.
Rating Distribution
Ease of use
10
Value for money
9
Customer Support
10
Functionality
8
Insurance, N/A employees
“practical choice”
Pros
Filling out the templates is simple, accessible and comfortable.
Cons
At this point, I haven't come across anything I dislike.
Rating Distribution
Ease of use
10
Value for money
9
Customer Support
10
Functionality
9
Frequently Asked Questions
What language does QualityDesk support?
QualityDesk software primarily supports English alongside several other languages.
What types of pricing plans does QualityDesk offer?
QualityDesk price starts with a free plan, Starter plan at €339/month, Pro plan at €559/month and Enterprise plan at custom pricing. Get a detailed QualityDesk cost breakdown tailored to your specific requirements.
Does QualityDesk offer an API?
No, QualityDesk does not offer an API.
What other apps does QualityDesk integrate with?
Information about third-party integrations has not been specified by the vendor.
Does QualityDesk have a mobile app?
No, QualityDesk does not offer a dedicated mobile app.
What level of support does QualityDesk offer?
QualityDesk offers support via email, webinars, guides, and an extensive knowledge base.
Who are the typical users of QualityDesk?
QualityDesk features are used by quality managers, team leaders, and customer service agents.