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.
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..
Pinpoint and prompt specific types of contacts to evaluate and create work-queues that help evaluators better manage their workload.
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.
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:
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.
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
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.
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.
Build and maintain a transparent coaching culture where coaches and team leaders can better support agents and help drive performance improvement.
Nurture and support a new generation of agent; engaged, informed, enthused and capable of delivering a superior and compliant customer experience.
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, onsite training and bespoke workshops as part of our enterprise support.
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.