Quality assurance & improvement platform for call centres
Depth of Focus
A platform purposely built for providing Smart Quality in the Contact Centre.
Augment existing QA processes with thousands more evaluations automatically on every channel.
Streamline workflows and documentation to increase efficiency.
Evidence interventions, and demonstrate QA + Coaching working together.
EvaluAgent is the High Performer in quality assurance platforms for call centres
Evaluate four times faster
Evaluate the right conversations at least four times faster than a spreadsheet. Build custom scorecards, automatically send “evaluations to be completed” to inboxes of evaluators, and utilize real-time reports, calibration, agent appeals and feedback to help everyone flourish.
Provide agents with actionable feedback and support on their biggest development opportunities through structured one-to-ones and trackable, SLA-driven actions which eliminate data silos and a lack of visibility.
Targeted training, created and assigned effortlessly
Resolve knowledge gaps, support personal development and manage compliance with an integrated learning management system. Put training on autopilot with SmartTriggers which auto-assigns relevant training courses as soon as continuous underperformance is spotted and Learning Paths to reduce the cost of onboarding.
Evaluate every conversation using your own measures of success, and out-of-the-box EvaluAgent insights so you can understand your customers’ needs, better manage agents’ performance and prioritize training interventions based on 100% of your contact center conversations.