QEval is a 360-degree Quality Monitoring and Performance Management Solution tailored for contact centers. You can Analyze, Coach, and Track performance, all within QEval. QEval helps you build an effective customer engagement strategy with optional speech to text technology to mine 100% of your customer interactions. QEval provides real-time insights into contact center performance, while empowering agents and coaches with actionable insights.
- Actionable insights into business and customer experience opportunities
- Streamline Evaluation Process
- On-Cloud Deployment
- Targeted Performance Improvement at Agent Level
- Advanced Reporting Suite
Customizable Platform
QEval is fully customizable for streamlining all levels of your quality monitoring process, such as, addressing the stringent demands of quality, customer experience, and compliance.
Advanced Reporting Suite
Featuring 50+ reports to provide complete visibility and actionable insights for overall contact center operations. Get a real-time, birds-eye view of your call center processes in a few clicks.
Quantify Coaching
Measure coaching impact, efficiency, and effectiveness using insightful reports. With a closed-loop coaching process, coaching information will be logged and retained for continuously optimizing agent performance.
Intuitive Dashboards
Get insightful, interactive, and tailormade dashboards for Executives, Supervisors, and Frontline Team members, showing key performance metrics of your contact centers on a single screen.
Performance Trends
Drill down into daily, weekly, and monthly analytical trends for measuring & comparing performances for all locations, campaigns, programs, teams, or individual levels.
Custom Real-Time Alerts
Get real-time notifications for critical errors, pending reviews, performance alerts, coaching statuses, reviews & disputes, and much more. Set custom notifications to stay updated 24*7.
360-Degree Agent Evaluation and Performance Management
Carry out 360-degree evaluations of agents using unlimited, customizable evaluation forms with flexible scoring options, allowing you to assign training for opportunities in a built-in training module.
Ease of Integration
Simplify and Automate the quality assurance & coaching process of your contact center by integrating QEval with speech analytics, learning management system, CRM, call recording system, dialing platforms, etc.
Automated Compliance Monitoring
Keep track of regulatory and compliance measures, by getting notifications of critical errors. Etech is a trusted partner, following all local, federal and international laws to prevent compliance violations.
Ensure a seamless integration process within your eco-system of tools such as Dialing Systems, Call Recording System, CRM, Learning Management Systems, as well as other speech platforms and get access to advance reports, analytics, real-time monitoring and alerts.
Direct API/SFTP
as Required
Coaching Recommendations:
Training Needs Analysis and Identification
Customer Sentiment Analysis
Customer Satisfaction Drivers
Insights for Strategic Decisions
Case Studies
Get Access to Customer Experience Insights
How Etech Helped a 5-Star Rated Hotel and Spa Improve Their Conversions, Operations, Increase Revenue, and Reduce Labor Costs.
The hotel and spa offer their customers with signature treatments and amenities for overall wellness. The client was struggling with two major problems, the guest problem in which client lacked the resources to answer customer queries and the competitive wage market led to high turnover for in-demand positions like receptionists. They lacked the knowledge needed to fix the challenges they faced and hence, outsourced their inbound/ outbound reservations, confirmations, cancellations, and administrative duties of the reception team to Etech. Etech took up this challenge to address these problems of attrition rate, conversion rate, guest satisfaction scores, retail sales, etc.Industry: Hospitality | Service: BPO Services and Quality Assurance