Business Process Outsourcers - evaluagent

Solutions for BPOs

Companies that implement Business Process Outsourcing share the same recruitment and retention challenges with captive contact centres but must also excel in customer service. Having a capable QA and improvement platform becomes even more critical for BPOs.

Challenge 01

“We require robust reporting capabilities to effectively manage and present QA data across our diverse clientele.”
Gain real-time insights across the contact center and delve into client, team, or agent specifics for a comprehensive understanding. Our customizable dashboards enable the creation of multiple, focused displays, showcasing the most relevant metrics. With your personalized reporting system, effortlessly export data to other systems or share it seamlessly with your clients.

Challenge 02

“I need a solution that seamlessly integrates with our existing technology, eliminating the need for additional client investment.”
The choice of your contact center’s system architecture should not be limiting. evaluagent, being completely platform-agnostic, seamlessly integrates with your existing solutions and operates independently. This allows for a swift and straightforward rollout without requiring significant client investment or IT assistance

Challenge 03

“I need to efficiently coach and onboard agents, and drive continuous improvement.”
Evaluagent elevates agent performance with the right combination of automation, HR rigor, and human oversight. Our intuitive and fully connected workflows and reports swiftly identify agents in need of assistance. Coaching and training can be auto-assigned and scheduled, enabling scalable improvement.

Challenge 04

“I need to ensure consistent scoring and handle multiple evaluators.”
When scoring interactions across large QA teams, inconsistencies are all too common. That’s why evaluagent can handle multiple evaluators and has a built-in calibration feature with check-the-checker workflows to ensure scoring is consistent across the board.

What our customers say

Trusted by quality teams worldwide.

★★★★★
"evaluagent was one of the best decisions we've ever made as a company."
Jonas Fandrey
Director, Newstel GmbH

★★★★★
"Easy to set up, easy to use and every piece of MI you could ever want!"
Phil Heighes
Head of Operations, Etika

★★★★★
"Excellent QA tool that comes with a reactive customer service team, what more do you need?"
George Moffatt
Quality Specialist, Channable

Customer stories

Organisations already making it work.

Throughout Europe, North America and Asia-Pacific.

The Share Centre
Increasing QA Productivity Inside The Share Centre

Atos Outsourcing
Delivering customer-focused efficiency savings for Atos Outsourcing

Pinnacle
A story of transformation for Pinnacle