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Steer clear of regulators attention and improve agent performance

Risk and regulatory compliance are often the toughest challenges to address in the contact centre. A task made harder when you’re trying to improving the standard of interactions using outdated systems and spreadsheets.

EvaluAgent® includes all the features you would expect, plus a number of features that help our customers in the Energy & Utilities sector improve performance, monitor risk and avoid costly mistakes.

 

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Balance risk with customer experience

With a library of forms, we can help you design and implement a quality framework that improves sales performance, customer experience, and regulatory compliance in tandem.
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Evidence compliance monitoring

Easily demonstrate the fair treatment of customers, and evidence compliance monitoring through front & back office operations. And in the event of an audit, all the data you need will be easily accessible.
 
 
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Identify the root cause of failure

Drill down into underperforming line items to identify which processes or agents are causing the most problems. Armed with insight, you can focus on remedial action and interventions.
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Reduce mistakes with real-time feedback

When compliance breaches happen, it’s essential you act fast. With EvaluAgent®, automated notifications are sent to those involved, ensuring prompt feedback and relevant coaching is delivered.

 

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Support delivered by experienced practitioners

We support every new every client with expert onboarding, training and ongoing support that is recognised by our clients and differentiate us from other suppliers.

Whether you need help creating the right scorecard or advice on how to mitigate risk, your dedicated client manager will be able to share their own knowledge and experience, alongside a library of playbooks.

Click here to view our approach to client success

Credentials you can trust

Working with trusted technology partners, we maintain a series of best-in-class security measures, ensuring you meet all your internal and external data-handling requirements.

Have a specific question, or requirement? Contact us

How EvaluAgent® reduced quality audit and handling time in a highly regulated environment

Never an organisation to rest on its laurels, our client made a conscious commitment to deliver a better, even more customer-centric service.

So EvaluAgent® was asked to provide a solution that would deliver consistent and long-term improvements, while ensuring total compliance and upholding the demanding security protocols.

Click here to read this case study 

Take the next step

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