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Adhere to regulation 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 A task made harder when you’re using outdated systems or spreadsheets.

EvaluAgent’s Quality Monitoring Software includes all the features you would expect, plus a number of innovations that help our customers in the Energy & Utilities sector improve performance, ensure compliance 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 at the same time.
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Evidence compliance monitoring

Easily demonstrate the fair treatment of customers and evidence compliance monitoring throughout front & back-office operations. 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 delivery of relevant coaching.

 

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Support delivered by experienced practitioners.

Through a blended approach of software and client support, we ensure project success and help every new client with onboarding, training and ongoing support; truly setting us apart from other vendors.

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.

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Credentials you can trust.

Working with trusted technology partners, we maintain a series of best-in-class security measures to ensure compliance with data-handling regulations; including GDPR.

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 

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