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Using Excel spreadsheets to manage contact centre quality has had its day.

The problem with Excel spreadsheets (and there are many) is that they simply aren’t up to the task of managing a quality process. Relying on them leads to:

  • Inadequate reporting that’s either difficult to understand or misses key detail

  • Delayed feedback leading to a loss of context and learning opportunities

  • The need for further manipulation before they can be understood by agents

The fact is that they were never really up to the task they were designated for, they were simply the best solution available.

Our Quality Monitoring solution offers an up-to-date alternative for contact centres of all sizes.

EvaluAgent Quality allows users to score customer service interactions, quickly review and suggest improvements to agent performance, and produce detailed operational reports; all from a single place.

 

Create bespoke scorecards or use our best practice library.

Accurately score performance across every channel, and deliver a clear and complete picture of quality throughout a department or across your organisation.

Quickly review agent performance.

Intuitive dashboards and clear reporting allows team leaders and quality analysts to monitor agent performance and deliver real-time feedback to agents on the front-line.

Produce advanced operational reports.

Now you can produce detailed operational reports that everyone can understand and act on.

Monitor compliance and regulatory requirements.

Instantly identify and resolve compliance breaches, prioritised by risk.

Ensure consistent feedback and scoring.

Easily organise calibration sessions to ensure consistent scoring at all times. You’ll love how easy our solution is to use and how much time it will save.

Arrange Demo

 

Case Study: EvaluAgent Quality

 

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

 

Get a clear picture of quality across your contact centre and use it to drive agent performance.

 

Our Quality Monitoring solution allows users to score customer service interactions, quickly review and suggest improvements to agent performance, and produce detailed operational reports; all from a single place.

 

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It saves time.

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It frees you up to focus on more important issues and responsibilities.

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It helps agents to learn and improve.

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It provides an easy-to-understand, universal view of quality.

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It improves your customers’ experience.

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It saves money.

You can now evaluate interactions in a way that reveals how your agents are performing across every channel, identify opportunities for improvement, and coach agents with both customer and compliance in mind.

Whether you measure quality to meet regulatory compliance or simply to ensure customers receive

the best possible service, our Quality Monitoring solution will provide you with everything you need.

And for added peace of mind, our ongoing consultancy and coaching expertise is included, so you can be sure you’re measuring and improving the things that really matter.

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Integrate with your existing technologies & vendors.

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Reliable, cloud-based software.

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24/7 Helpdesk and onsite support.

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Secure and Scaleable.

 
Don’t just take our word for it.

Register Today For A Demo Of Our Software

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