Unlock the Power of Your Contact Center Operations with Quality Assurance Software
Transform your contact center performance with QEval’s advanced analytics and automated call center quality assurance. Improve agent performance, enhance customer satisfaction, and unlock critical insights. Discover the power of seamless integration and comprehensive analysis that elevates your contact center performance.
The Results
Precision Quality, Enhanced Satisfaction
100%
Transcribe and Analyze 100% of Customer Interactions
65%
Improvement in Productivity of Quality Analysts
35%
Improvement in Customer Satisfaction
Intelligent Solutions, Exceptional Outcomes
Experience Unmatched Efficiency and Customer Satisfaction with QEval
QEval provides you with the tools you need to gain actionable insights into your call center operations. With QEval, brands can monitor and assess the quality of customer interactions, ensuring that your team meets the highest customer service standards. QEval easily tracks, analyzes and notifies performance metrics in near real-time, allowing for timely guidance, interventions and performance improvement.
Comprehensive Call Center Performance Analytics
Dive deep into the data with detailed analytics that cover every aspect of your contact center’s operations, from agent performance to customer satisfaction.
Data-Driven Insights
Leverage data-driven insights to optimize your contact center operations, ensuring that every customer interaction exceeds your call center quality and customer satisfaction standards.
Customizable Dashboards for Performance Tracking
Create dashboards tailored to your specific needs, making it easy to visualize and interpret your contact center’s performance data. Monitor your contact center’s performance as it happens, with real-time data and analytics that help you stay ahead.
Quantify Customer Service Quality
Why Choose QEval for Contact Center Quality Analytics?
QEval offers a comprehensive solution powered by cutting-edge technology that enables you to analyze every call, understand agent behavior, customer expectations, product feedback, and process insights. By mining 100% of interactions and providing real-time actionable insights, our platform helps you manage agent performance efficiently while offering numerous benefits.
These benefits include evaluating and recognizing frontline staff, enabling data-driven decision making, improving customer satisfaction, boosting team productivity, and ensuring compliance adherence. With QEval, you can assess performance at various organizational levels, leverage real-time reports for informed decisions, bridge the gap between brand and customer expectations, identify challenges for custom training programs, and monitor all interactions for compliance and risk assessment.
Comprehensive Agent Performance Monitoring
QEval Speech determines performance at different organizational levels. This allows quality evaluation for most customer interactions, provides an overview of individual agent performance, team performance, campaign, or center performance on a single screen. This streamlines the process of providing constructive feedback and identifying top performers. Recognition, appreciation, and constructive feedback strengthens employee experience and motivates the team to deliver a consistent brand experience every time.
In-Depth Customer Interaction Analytics
QEval offers unparalleled insights into your customer engagements across all customer engagement channels. Leveraging advanced speech and text analytics, QEval analyzes customer sentiment, identifies trending topics, and detects potential issues before they escalate. By processing up to 100% of customer interactions, QEval provides a complete picture of the customer experience, enabling data-driven decisions to improve customer service quality and boost customer satisfaction.
Custom-fit Call Center Quality Evaluation Criteria
QEval adapts to your unique quality standards and business objectives. With flexible and customizable evaluation forms, create tailored evaluation criteria, balance objective compliance checks with subjective elements like empathy. Easily modify forms to reflect changing priorities or regulations, ensuring your call center quality monitoring always focuses on what matters most to your organization. With QEval, you can maintain consistent evaluation standards across teams while incorporating industry-specific best practices.
Granular Agent Performance Analysis
Gain unprecedented insights with QEval's drilled-down view of agent performance. QEval offers a detailed breakdown of each agent's performance across various interaction types, customer segments, location, supervisor, and competencies. Identify specific behaviors driving positive or negative outcomes, track performance trends, and compare an agent's effectiveness in different scenarios. This granular analysis enables the creation of highly personalized improvement plans and facilitates targeted, actionable feedback for each agent.
Proactive Performance Management
Stay ahead of the curve with QEval’s real-time performance alerts. QEval provides instant notifications on critical performance indicators, compliance breaches, and exceptional achievements. Customize alert thresholds and levels for different roles within your organization, from agents to top management. This proactive approach enables immediate intervention when needed and instant reinforcement of positive behaviors, fostering a responsive and continuously improving contact center environment.
Insights
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QEval offers a comprehensive solution powered by cutting-edge technology that enables
Tailor Your QEval Experience
Craft your ideal solution with QEval. Select what perfectly aligns with your contact center's unique needs and goals.