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We’re contact centre experts

with decades of experience working with some of the UK’s largest financial organisations.

Vast amount of operational experience and industry knowledge means it’s possible we’ve already helped one of our customers to overcome the challenges you’re facing today. Actively used by banks, fund managers, credit providers, and insurers, EvaluAgent® includes all the features you would expect, plus a number of innovations to address regulatory requirements.

 

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Balance compliance 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 with TCF principles

Report, track and manage risk. With EvaluAgent® you’re able to tag line items with a TCF principle; enabling you to easily prove the fair treatment of customers, and manage compliance.
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Identify the root cause of errors

Drill down into line items and identify which processes or agents are causing the most problems. Armed with the insight you need, your team can focus on remedial action and coaching interventions.
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Improve Quality across front & back office

EvaluAgent® enables you to measure, report and improve customer interactions across every channel and throughout front & back-office operations.

 

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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 integrating TCF principles into your Quality Assurance Framework or keeping agents engaged, your dedicated client manager will be able to share their own knowledge and experience alongside a library of playbooks and toolsets.

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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 we helped one of the UK’s largest savings institutions improve their back office quality monitoring and save £800,000 in just 6 months.

Always looking to improve the overall customer service and maximise available resources, our client asked us to help improve their back office quality monitoring program for nearly 1,000 FTE’s.

 Click here to read this case study

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