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Call Centre Quality Monitoring Software

Reduce operational costs, increase sales, and deliver an enhanced customer experience by super-charging your quality assurance programme.

Works with any CRM or Call Recording System

We believe that your call-recording platform, CRM or ticketing system shouldn’t restrict how you measure and improve quality. Just sign-up and start evaluating!

No system integrations or technical assistance required.

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Packed with all the features you and your team need!

Quality Assurance Software that does more than just score.

Build scorecards with ease

Access our library of scorecards to help get you started or take advantage of the intuitive scorecard builder to replicate your existing approach.

Add sections, questions, steps, reporting tags and guidelines and choose from a range of best-practice scoring templates..

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Increase productivity by over 20%

Pinpoint and prompt specific types of contacts to evaluate and create work-queues that help evaluators better manage their workload.

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Evaluate all channels and back-office processes in one place

Whether you’re evaluating calls, emails, letters or back-office outputs, the clean design and user-friendly screens help everyone to engage with quality.

Easy access to guidelines, feedback and results improves consistency while our case management feature allows you to report end-to-end customer experience across multiple contacts and channels.

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Focus on the biggest opportunities

Our advanced reporting helps you focus on the agents and processes that need your attention most. With just a few drill-downs, you’ll be able to answer:

  • Which agents are underperforming and in need of support
  • Which parts of the customer experience or back-office operation are failing
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Build your own reports

Configure reports and monitor the performance metrics that matter most to you. Filter results by channel, evaluation mode, scorecard and much more to help pinpoint root-cause.

Collate results based on your organisation hierarchy and view agent performance side-by-side. All to help you identify pockets of underperformance, support Pareto Analysis and satisfy any MI / BI requirements.

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Easy access to your data

View a snapshot of performance and trends via the dashboard or easily export data for more detailed analysis.

Access to data is driven by permissions too - enabling senior managers to see top-level performance, team leaders to monitor their team and agents to access their own quality scores.

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Ensure quality assurance is fair and consistent

Understand evaluator performance and develop a fair and consistent approach to quality with our sophisticated calibration tool and workflows. Schedule and manage sessions all from within the platform and enable all invitees to blind evaluate prior to your meeting.

  • Notify and enable invitees to “blind” evaluate.
  • Automatically collate results.
  • Report calibration performance and provide feedback for each evaluator.
  • Great for outsourced quality departments and check-the-checker scenarios.
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Reduce customer and business risk

Prove the fair treatment of customers and compliance using second and third-line defence workflows and reporting.

And when audits do take place, you’ll be confident knowing you can quickly access the required documentation and demonstrate an effective risk management strategy.

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Coach your agents to improve business and customer outcomes

Build and maintain a transparent coaching culture where coaches and team leaders can better support agents and help drive performance improvement.

  • Support formal performance management procedures with every session stored securely.
  • Transfer your existing coaching forms and processes or let us help get you started.
  • Schedule, notify and facilitate coaching sessions all from within the platform
  • Take advantage of workshops and resources to help develop your coaches and team leaders.
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Empower agents to take ownership of their performance

Nurture and support a new generation of agent; engaged, informed, enthused and capable of delivering a superior and compliant customer experience.

  • Send completed evaluations to agents in real-time.
  • Provide agents with a personalised dashboard of their own results and performance trends.
  • Enable the agent to access their feedback and coaching records and allow them to participate in the feedback and coaching process.
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Enterprise-level security

Delivered in partnership with Amazon Web Services, Google Cloud and Twilio.
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100% GDPR Compliant
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No storage limits
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99.9 % Uptime
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Regional Hosting Available

Great support - delivered by experts.

EvaluAgent is much more than just great software. All users have access to a best-in-class support model that includes In-App onboarding, user-guides, email support and an active user community.

What’s more, our experienced customer success team are always on hand to provide advice as well as giving you access to a suite of additional services including prioritised feature requests, dedicated training and bespoke workshops as part of our enhanced client support feature.

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Get started, today.

Whether your customer service organisation has 10 or 10,000 agents, EvaluAgent offers a complete and scalable solution that will transform your team managers and quality analysts from “spreadsheet jockeys” to highly effective coaches and leaders.

So why wait? Get started for free or arrange a demo to learn more.

Trusted by contact centres of all sizes

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