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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 your unique challenges.

 

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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 in tandem.
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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 fair treatment and track compliance.
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Identify the root cause of errors

Drill down into line items and identify which process steps 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 the quality of calls, emails, letters, webchat, case management and back office processing; all from one place.

 

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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 integrating TCF principles into your quality 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.

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 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

Take the next step

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