Quality assurance is the process of observing and analysing the quality of an interaction (voice, chat or email) between agent and customer to improve the customer service provided by call centers. Performance of a call center depends heavily on quality assurance. Maintaining call quality, adhering to compliance, improving customer experience, retaining the existing customer and improving metrics are some of the many benefits that quality assurance offers.
We, at Etech, assist companies in identifying opportunities and deriving actions to improve their processes, sales conversion, and customer satisfaction. QEval, Etech’s quality monitoring platform, is an intelligent and strategic solution designed for call centers that meet the stringent demands of quality, compliances, and other statutory requirements. Irrespective of the campaign size, call volume, chat volumes – QEval has been designed to meet any robust need. It has been developed based on our real-time practical experiences while facing the day to day challenges.
QEval is fully customizable according to your needs. It provides a suite of real-time reports and Instant email notifications for critical errors so that managers can easily spot and discover problems within their teams. It is a one-stop solution to ensure that all customers are treated with equal importance and the quality of your call center is top-notch.