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
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.
Accurately score performance across every channel, and deliver a clear and complete picture of quality throughout a department or across your organisation.
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.
Now you can produce detailed operational reports that everyone can understand and act on.
Instantly identify and resolve compliance breaches, prioritised by risk.
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.
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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