The problem with Excel spreadsheets (and there are many) is that they simply aren’t up to the task of managing a quality process. Relying on them leads to:
Inadequate reporting that’s either difficult to understand or misses key detail
Delayed feedback leading to a loss of context and learning opportunities
The need for further manipulation before they can be understood by agents
The fact is that they were never really up to the task they were designated for, they were simply the best solution available.
EvaluAgent Quality is a cloud-based contact centre solution that allows users to score customer service interactions, quickly review and suggest improvements to agent performance, and produce detailed operational reports; all from one place.
It saves time.
It saves money.
It helps agents to learn and improve.
It frees you up to focus on more important issues and responsibilities.
It provides an easy-to-understand, universal view of quality.
It improves your customers' experience.
It’s a cloud-based, dedicated contact centre quality monitoring platform that empowers you to:
You can now evaluate interactions in a way that reveals how your agents are really performing across every channel, identify opportunities for improvement, and coach agents with both customer and compliance in mind.
Whether you measure quality to meet regulatory compliance or simply to ensure customers receive the best possible service, EvaluAgent Quality will provide you with everything you need.
And for added peace of mind, ongoing consultancy and coaching expertise is included, so you can ensure you’re measuring and improving the things that really matter.
Intuitive performance dashboards allow you to quickly access and understand operational, team and agent performance at a glance
Advanced online reporting delivers actionable insight for business improvement, with no need to export back into Excel spreadsheets to create reports
Design and build as many scorecards as you require, with help from the score card templates stored in our best-practice library
Receive direct feedback in real time to maximise learning opportunities and continually improve service levels
Instantly identify and resolve any breaches of compliance, all prioritised according to severity
Calibration of scores submitted by quality analysts help to ensure consistency at all times