Quality Monitoring & Coaching

Get a clear picture of quality across your call centre and use it to drive agent performance

Measure and improve the things that matter most

Deliver great customer experience by making quality monitoring and coaching much more than a box-ticking exercise.

A clear picture of quality

A single, detailed and accurate view of agent performance

Evaluate interactions in a way that reveals how your agents are really performing across every channel. EvaluAgent Quality Monitoring & Coaching allows you to identify opportunities for improvement, and coach agents with both customer and compliance in mind.

Nurture positive behaviours

Develop more than just skills when coaching

Coaching isn’t just about improving skills. Unlike other call centre coaching solutions, EvaluAgent focuses on the behaviours that foster productivity and engagement. Quickly identify opportunities for improvement by using previously-evaluated contacts and other performance metrics as the basis of your coaching sessions.


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Encourage open communication

Two-way feedback and collaborative calibration

Truly effective coaching comes from involving agents in conversations and giving them access to results and feedback in real-time. Give agents visibility into their performance to promote ownership, and involve everyone in calibration sessions to create a common understanding of quality across the organisation.


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Discover what needs your attention

Reports that tell you exactly what you want to know

Typical quality monitoring reports are difficult to understand, and often contain too much information. EvaluAgent generates intuitive reports focused on the key information you need to quickly identify which agents, behaviours or processes need attention.

A better way to do quality & coaching

Make it easier than ever to ensure you deliver a great customer experience

Regulatory risk & compliance

Highlight individual items on your evaluation forms to focus on specific high-risk elements. With a suite of pre-designed reports, it’s easy to build trust and demonstrate regulatory compliance.

Instant feedback

Instantly guide agent performance or praise positive action by sending immediate feedback straight to an agent’s desktop. The ability to interact quickly means issues can be swiftly addressed.


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A single shared view

With EvaluAgent, all feedback and coaching is tracked within a single, shared view, where agents have instant access to information that’s crucial to their progress.

Simple, smart & easy

A fresh approach to enterprise call centre software

Cloud-based software

No additional hardware or software is required. Our solution is based entirely in the cloud which means implementation is quick and easy, and users only need a web browser to access.

Works effortlessly on any device

It doesn’t matter if you’re using a laptop, tablet or mobile, our software is compatible with any device. Users can log-in from home or on-the-go, any time they like.

Simple and transparent pricing

There’s no big upfront investment, simply pay a quarterly fee on what you use with no additional surprise costs.

Seamless integration with your existing technology

No need for painful and clunky integration. Our solution integrates seamlessly with the software and technology you’re currently using.

Get more than just software

Ongoing support to ensure maximum engagement at no extra cost

Dedicated Support Manager

We’ll help you make the most out of EvaluAgent Quality & Coaching with your own dedicated Support Manager. We provide a personalised onboarding and rollout plan to help you get started in no time, and ongoing support once you’re up and running

24/7 Helpdesk

Whether you need assistance using the software or have a few questions about how to engage your agents, our expert team is at hand. Simply get in touch at any time using our online helpdesk.


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Resource Library

Our library of helpful user guides, playbooks and other resources means you’re always updated with the latest in Workforce Engagement. We provide you with all the management hints and tips you need in order to measure and improve what matters most.

Get a fresh perspective on quality and coaching

Check out our latest guides and resources

Resources

The Team Leader’s Guide to Motivating Disengaged Agents

A guide for call centre Team Leaders and Managers who want to address attrition and disengagement amongst their teams

Resources

Agent Feedback Guide

A guide for leaders and managers in the contact centre industry who want to deliver effective feedback that improves performance.

Resources

The customer-focused back office case study

How Atos and NS&I transformed the back office, leading to significant efficiency savings, improved agent morale, a more motivated workforce and a better customer experience

Want to make quality more than just a box-ticking exercise?

Get a free one-to-one demo and discover a new approach to quality and coaching

What our clients say

EvaluAgent has taken out the labour intensive processes involved in quality monitoring and injected an interactive, responsive and informative solution that allows us to face challenges head on.

Sarah Uddin

Customer Services Manager MHS Homes
More Success Stories

Companies we work with

ATOS
CSC
NS & I
Cineworld
Invesco
Bupa
John Lewis
Ford
Engie
Ministry of Justice
Worldline
AON
Premier Inn
HMRC
Avios
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