Solutions for Contact Centre Directors

Optimise your contact centre with confidence.

Address your concerns head-on with EvaluAgent — a comprehensive understanding of how products, processes, policies and people impact your bottom line. From pinpointing cost-drivers to ensuring regulatory compliance.

Gain a holistic understanding of every interaction across all channels, ensuring your organisation thrives in today's dynamic landscape.

Challenge 01

"I need to identify and address the issues that are costing us money such as returns, repeat calls, complaints, and missed sales, to ensure we stay competitive."

With 100% of conversations analysed across all channels, uncover insights into interactions that could have been redirected to self-service channels, instances of repeat contacts, or progress chasing. Leverage this information to drive process improvements, inform coaching strategies, and enhance KPIs.

Challenge 02

"I can't really justify investing in a QA tool without showing ROI, so our QA efforts end up stuck where they are."

Deliver comprehensive insights to multiple stakeholders with EvaluAgent. Delve into issues such as returns, regulatory breaches, and complaints to influence business, product and marketing strategies, as well as leveraging these insights to automate QA and agent improvement workflows. Streamline operations by automating the assignment of coaching and training via WFM administration for increased efficiency.

Challenge 03

"I need to ensure customers feel valued and assess if their experience is aligned to the brand when they speak to sales and service agents."

EvaluAgent guarantees complete coverage across all channels, applying insight topics to every imported conversation and unveiling sentiment. The results are displayed in customisable dashboards, serving as a powerful tool to filter and comprehend all aspects of conversations, providing a deep understanding of your customer experience.

Challenge 04

"I just don't have enough time to really help my agents, and without the right reports, I end up spending way too much time compiling data and figuring things out."

Identify the impact of skills and behaviours on customer loyalty effortlessly. Recognise top performers and pinpoint agents in need of support through intuitive, fully connected reports. EvaluAgent, along with team leaders, facilitates easy identification of areas requiring assistance. Automate agent improvement, with coaching and training via scheduled WFM and centralise HR records for streamlined management.

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
\nIncreasing QA Productivity Inside The Share Centre
\n285% increase in QA productivity
\nAudit time cut from 24 mins to 6 mins
\nPass rate increased from 73% to 85%
\nRead the story

Atos Outsourcing
\nDelivering customer-focused efficiency savings for Atos Outsourcing
\nSignificant reduction in average handle time
\nImproved first contact resolution
\nScalable QA across large agent base
\nRead the story

Pinnacle
\nA story of transformation for Pinnacle
\nTransformed QA programme from the ground up
\nConsistent evaluation across all channels
\nImproved agent engagement and retention
\nRead the story