Minimise cost, save time and improve performance all at once.

Optimising costs and service levels can be a challenge. While investing in software may seem counter-intuitive, the right solution enhances operational efficiency, boosts productivity and elevates customer satisfaction — all while reducing overall costs.

Quality Assurance is a key driver in optimising processes and subsequently reducing operating costs — without compromising on quality.

01

It's time to ditch the spreadsheets

To reduce costs without compromising quality, it’s time to bid farewell to outdated spreadsheet methods. Embracing technology in the form of AutoQA tools like evaluagent frees up valuable time spent on tedious administrative tasks. Automation not only expedites evaluations but ensures accuracy, allowing organisations to focus on continuous improvement rather than drowning in a sea of spreadsheets.

02

Understand reasons for contact

Understanding the reasons for customer interactions is a cornerstone in the quest for cost optimisation. The random sampling of interactions is not enough. evaluagent provides comprehensive coverage and insights into every contact centre conversation. By identifying the root causes of issues like high average handling time, organisations can strategically prioritise which interactions to evaluate and deliver cost-optimisation projects.

03

Reduce training costs with eLearning

Training is a significant investment, but traditional methods often come with a hefty price tag. The evaluagent eLearning tool simplifies coaching, training and onboarding processes, reducing classroom time and minimising service interruptions. An integrated Learning Management System (LMS) adds further value, addressing knowledge gaps efficiently and preventing costly mistakes.

04

QA is the solution to common challenges.

With evaluagent, Quality Assurance becomes a proactive approach to resolving common challenges faced by contact centres. Implementing a comprehensive QA programme improves customer experiences, reduces attrition by keeping agents engaged and motivated, and increases efficiency by streamlining processes and boosting productivity without expanding team size.

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
285% increase in QA productivity
Audit time cut from 24 mins to 6 mins
Pass rate increased from 73% to 85%
Read the story here

Atos Outsourcing
Delivering customer-focused efficiency savings for Atos Outsourcing
Significant reduction in average handle time
Improved first contact resolution
Scalable QA across large agent base
Read the story here

Pinnacle
A story of transformation for Pinnacle
Transformed QA programme from the ground up
Consistent evaluation across all channels
Improved agent engagement and retention
Read the story here