Your Contact Centre agents have hundreds of conversations every day, but every conversation your agent has could put your business at risk. Bad service leads to customer churn. Poor knowledge leads to misselling. And a failure to keep a log of remedial actions such as feedback and coach means you struggle to demonstrate rigour and the fair treatment of customers when the regulator comes knocking.

Combining over 70 years of leading global Quality Assurance teams, we’ve built the smartest Quality Assurance and Compliance platform for mid-market contact centres across Europe.

Replacing spreadsheets or outdated software, EvaluAgent is perfect for organisations with between 25 – 500 agents who need configurable workflows and enterprise-grade features without the need for expensive consultants or 6-month implementations.

A centralised repository for every conversation across every channel, EvaluAgent:

  • Increases the reliability of QA scores by helping teams identify the conversations that matter and randomly assign them to evaluators
  • Provides real-time reports and alerts
  • Identifies which agents need support and tracks the impact of feedback/coaching interventions
  • Stops mistakes and empowers teams to deliver better business outcomes

Key features include:

  • Unlimited integrations & conversation storage
  • Auto-assigned work-queues
  • Build unlimited scorecards, view imported conversations and evaluate contacts all in one place.
  • Send feedback to agents and managers in real-time
  • Configurable alerts and compliance auto-fails
  • Personalised agent insights to encourage ownership
  • Leaderboards to engage remote teams
  • Action-focused BI & reporting
  • Interactive 1-2-1 coaching
  • SSO & Active Directory
  • Open API – import & export data

BPOs, Financial organisations and Retailers have seen EvaluAgent:

  • Improve process adherence by 27%
  • Reduce cost-to-service through increases in First Contact Resolution
  • Improve CSAT and NPS by over 5 percentage points
  • Improve productivity by 118% through automation

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