Improve and excel your contact center Quality Assurance program with our easy to use, effective and customizable quality management platform - QEval
QEval is an innovative call center monitoring software that can enhance and elevate your contact center Quality Assurance programs. Our comprehensive Quality Assurance software captures specific metrics to provide intelligent reporting to be used in your continuous improvement efforts. With dynamic reporting functionality QEval goes well beyond merely compiling data or verifying compliance. These intelligent reports and data are actionable and can help drive agent skills improvement. Internet availability allows your agents and/or supervisors to login to QEval module anytime to perform evaluations, review evaluations, analyze up-to-date reports to drive agent skill improvements, improve service and sales conversion.
How it Works..
Calls/Chats/Emails are assigned to a Quality Assurance verifier via QEval for Quality Assurance evaluations and evaluation scores are tied back to each agent for personalized feedback and improvement.
Clear and actionable QA reports are available for agents, supervisors and managers and can be filtered by date, program, campaign, contact center, procedural scores and more.
QEval’s easy-to-use Analyzer allows managers, coaches and leaders to massage data and derive analytical reports to drive improvements in agent skills, and other issues that need attention.
QEval is powerful and customizable software that adds great value to your contact center Quality Assurance needs every day.
- Scalable and Customizable
Designed with scalability and customization in mind, the platform can be integrated with ease and is simple to implement. This enables rapid deployment throughout your enterprise, regardless of size.
QEval maintains security through data encryption and SSL Certificates.
Powerful QA features include:
- Universal Evaluations
Perform Secure Evaluations Across the Globe – Anywhere, Anytime!
QEval and its Universal Evaluations allow you to easily check and track agent performance whenever and wherever you want. Whether you are a supervisor company, an agent working from home or a client with an off-site vendor, Universal Evaluations lets you perform robust and comprehensive evaluations of recorded calls, email or chat sessions via the web.
- Quick Call Assignment for Evaluation
Delivering calls for evaluation is easy and allows supervisors to focus on improving agent performance rather than worry about the mechanics of collecting calls.
- Easy and Quick to Create Intelligent and Custom Evaluation Forms
Creating accurate and customized evaluation forms is easy with the QEval form designing studio. Readily available forms, categories and controls makes life easy for QA Managers and eliminates unnecessary questions/categories that do not apply to your business.
- Resolve and Track Disputed Evaluations
It's reasonable that occasionally agents or supervisors will not agree with evaluations. With an organized escalation process it is easy to manage disputes among supervisors and agents. An automated workflow ensures that requests to re-evaluate interactions are handled consistently, from agent to agent, from supervisor to supervisor, and even from call center to call center.
- Corporate Governance
Manage your own hierarchies including agents, supervisors, sites, lines of business, campaigns and the overall enterprise. QEval facilitates frequently changing hierarchies to infrequently changing hierarchies with reduced effort and mistakes and with accurate results.
- Web-Based Dashboards
QEval Dashboard provides its users (agents, supervisors, managers and clients) with a browser-based interface to access all of the application modules. Built on web 2.0 technology, users can easily customize views to ensure their most often used information is readily available to them.
- Options for Automated and Manual Evaluation
QEval delivers automated workflow as plug and play to any organization for a quick launch of any QA program. With its manual evaluation process, one can achieve a high level of flexibility in terms of working with their own customized workflows.
- Market Intelligence Reporting with Microsoft SQL Server Reporting Services (SSRS) Lets You Monitor What Matters Most
- Overall Campaign Performance
This report will show you the overall campaign performance for a defined period. If the campaign is operational at multiple centers, it can provide center-wise comparison against the benchmark performance.
- Weekly Comparison of Overall Performance
This report provides the overall performance trends over a period of weeks selected as criteria.
- Section Score Report
This report will provide the performance in each section for a defined period. This will help Account Managers to identify focus areas and design appropriate strategies for improvement.
- Weekly Comparison of Section Scores
This report will show the performance in each section over a period of selected weeks as criteria.
- Question-Wise Performance
This report provides Managers and Coaches trends in each parameter on the QA evaluation form and helps identify coaching opportunities to improve agent and team performance.
- Weekly Compliance Adherence Report
This report provides agent performance in adhering to compliance parameters week-over-week. Compliance parameters are critical to the business which if not met could lead to customer complaints, legal issues, etc. This report is an important tool to be in the hands of Managers and Supervisors to track performance of the team.
- Weekly Auto-Failure Trends
This report provides Auto Failure trends which need action to minimize or eliminate them.
- Parameter Wise Auto-Failures Count
This report provides Managers and Supervisors the most frequently auto-failed questions.
- Top Auto-Failed Question by Agent
This report provides the top auto-failed question with the list of underperforming agents allowing you to focus on a specific area by call center agents who repeatedly fail to comply.
- Agent Performance Report
This report provides the performance of each agent for a defined period. The report includes agent name, average scores in each section, total audits completed, number of auto-failed evaluations, overall score including or excluding auto failures.
- Call-Wise Evaluation Report
This report provides the call center agent scores for each call and question evaluated for Quality Assurance. The report helps identify specific interactions where critical errors occurred for coaching to the agents. This also helps to identify best-practice calls from the list of evaluations and is a great resource for training and recognition purposes.
QEval's web-based interface is easy to use for day-to-day Quality Assurance purposes.
Universal Evaluations. Provide instant feedback by logging-in to QEval as an agent, supervisor or a manager.
Plug and Use
Can be easily interfaced with any recording system to retrieve/upload calls/emails or chat transcripts for evaluation.
Improved Feedback Drives Improved Performance
Agents receive valuable feedback and targeted coaching when evaluations are performed consistently and effectively.
Contact Us today to learn more about our quality assurance services and a proof of concept trial.