Quality Assurance

Evaluate the right conversations… 4 times faster!

Move away from spreadsheets, data silos and time-consuming admin. EvaluAgent gets you to the root cause faster.

Automate workflows

Eliminate selection bias and increase productivity by 285%.

Evaluate faster

Evaluate 4x faster with everything you need in one view.

Contextual feedback

Increase the quantity and quality of feedback to drive improvement.

Engage agents

QA leaderboards, appeals and notifications ensure agents play an active part in the process.

Everything you need for quality assurance

Completely customizable to match the needs of every contact center.

• Configure and schedule Automated Workflows
  Create automated work-queues to send high-priority conversations to your QA team automatically for deep-dives; based on tags, survey scores and Auto-QA topics. Decide how often to replenish work queues and let the platform do the rest.

• Offer agents the chance to appeal
  Show your agents they have a voice and empower them to participate actively in your QA programme using an intuitive, transparent appeals system that tracks changes to scores and trends.

• Create auto-alerts for when things go wrong
  Be the first to know when someone in your team needs some support, with alerts configured to notify you when an agent’s performance dips.

• Custom multi-channel scorecards
  Build and manage your own scorecards across all channels and ensure your agents are meeting the expected standard. It’s quick and easy to replicate your existing scorecards and weightings or choose from our library of pre-built templates to get you started. Set up scorecards for every channel, use optional open-ended questions and use data-capture questions to capture more insight and dig deeper into the root cause.

• In-Built Call Player and Ticket Viewer
  Evaluations are a lot quicker with our In-Built Call Player and Ticket Viewer. Avoid navigating through multiple tabs and systems. Listen, play, pause and rewind right from the Evaluation screen as you’re scoring, or view the ticket and scorecard side by side.

• Compliance Auto-Fails
  Add Auto-Fails in scorecards against high-risk line items. Auto-Fails can be used against compliance questions meaning if the agent doesn’t pass this line item the Evaluation is marked as a fail regardless of scores in other areas; helping you to pinpoint and drill down non-compliant behaviour which can put your business at risk.

• Share actionable feedback with agents
  Support and engage remote team members with real-time feedback that helps them to improve on their next interaction, and use mentions to help keep their line manager informed.

• Keep managers informed
  Notify line managers with real-time notifications, alerts and team dashboards to ensure your feedback is put into practice.

• Uncover hidden problems and policy issues
  Analyze your entire feedback log using sentiment analysis, keyword search and trends to uncover systemic issues hampering agent performance, process compliance and customer satisfaction.

• Ensure consistency and fairness
  Ensure QA scores are consistent and everyone feels that they are being treated fairly with Check-the-Checker workflows. Invite colleagues to “blind-score” the same conversation then compare scores, report, and track variation from the common consensus.

Motivate and engage front-line teams
Our Insights report gives agents a view of their performance with gamified leaderboards, driving friendly competition and keeping even remote agents aware of their overall QA scores and progression over time.

Drive better, targeted coaching
Our line-item report helps you pinpoint what’s going well, and the specific areas underperforming across multiple scorecards so you can prioritize group coaching and training.

Gain a better view of performance, and easily share it across your business
View the quality performance for all operational areas from the top level right down to individual agents with the KPI Performance Report.

• Track trends in Quality Scores over time.
• View QA & CSAT scores side-by-side.
• Send PDF reports automatically, and export data via CSV.
• Report performance across multi-contact customer journeys with the CX performance report.

Improve Productivity and Consistency of Evaluators
Collate actionable insight into how evaluators are performing against their peers with the Evaluator Performance Report and use the Calibration Performance Report to track consistency across the organization.

• Track average time per evaluation and many more productivity metrics.
• Monitor successful appeals, variance and the frequency of scores being edited.

Product tours

What’s it like to use EvaluAgent and help your agents Flourish? Come and take a tour and see for yourself.

“EvaluAgent was one of the best decisions we’ve ever made as a company.”
Jonas Fandrey Director at Newstel GmbH

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

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

“Amazing customer service and helped us meet our quality goals.”
Katharine McCarthy Director at BFA Care

“Good quality system backed up by experienced and customer driven employees.”
Dennis Camps CS Application Executive at DHL

FAQs

What is Quality Assurance Automation?

Quality Assurance Automation is not to be confused with Auto-QA, which is the automated scoring of interactions via Conversation Analytics. Quality Assurance Automation is the elimination of repetitive tasks associated with the manual workflows associated with Quality Assurance. For example; selecting a conversation for review, and changing evaluation scores off the back of a successful appeal. EvaluAgent automates these workflows to save you time, and money!

Why is Quality Assurance important in the Contact Center?

Quality Assurance is extremely important to the contact center as it has the power to transform performance and enhance customer experience. QA is an ongoing process and helps you understand the pains and frustrations of a customer and what delights them. When implementing an effective QA process organizations will see benefits such as better customer service, engaged better-performing employees, increased customer retention and more.

Should I use Quality Assurance templates to score my conversations?

Downloadable QA scorecards (aka, templates from Google) are a useful starting point, but we always recommend creating your own based on what you, your customers, and your industry regulators consider to be “the expected standard.”

How many Quality checks should I do per agent, per month?

There are no industry guidelines to determine this; the amount is dependent on the size of the organization, the number of QA analysts and agents, along with the level of demand. However, to accurately measure service delivery and quality, all agents should be evaluated on a regular basis. For 100% Coverage, consider Conversation Analytics.