Online sales and support staff are two major aspects of call center industries. Both aspects are responsible for creating brand value through direct contact with customers through various channels of communication. The industry relies on the proficiency and performance of representatives to develop a long term relationship with customers.

“It takes longer to develop a business and seconds to destroy it”.

To sustain the high-performance level in today’s competitive market, it is mandatory for each company to evaluate team performance. This is followed by providing continuous training and surveillance at macro and micro levels, analyzing the possibilities of improvement.

To help serve this purpose, a call monitoring tool emerges as an acute solution in this regard.

QEval: The Performance-Oriented Call Monitoring Tool

It is crucial to foster and maintain the required skillsets by monitoring team performance on a regular basis. A call monitoring tool like QEval helps to achieve the needed improvement and growth within the team. QEval assists in enhancing the quality and productivity of your team, monitoring every individual member. The tool enables an organization to incorporate a continuous improvement base model through its integrated features.

Advantages of QEval

QEval is an intelligent tool. It consists of easy to use methodologies, which can be used to implement within the processes of an organization to benefit the required growth and performance. Its customizable features make it a better alternative for a quality monitoring interface. Further, the platform comes with several built-in capabilities such as:

1. Customizable Tool- Create and design forms with a wide range of options and add and remove accessibility options. Utilize user-friendly functionalities to get detailed observations on operations. Check and scan the processes through user-based dashboards.
2. Dispute Resolution Module- Resolves disputes based on performance evaluation, through its two-way open communication between team members and leaders.
3. Calibration Module- This feature ensures better performance of team and client satisfaction through the process of calibration. It also helps eradicate the requirement of a separate database and provides a single mode to store all calibration data. 
4. Training Module- Helps to provide required training to team members in real-time. Thus, it helps an organization to break barriers of classroom training as well as tracking the performance of each member of the team. It supports various file types and even allows appending third party training link if required.
5. Data Analysis- It is the key factor for any organization to track the performance of its team. QEval with its various rich sets of reports will assist in doing just that. It enables management to get reports on all levels when required. Also, a custom base report will help any organization to track a specific performance with various parameters.

Bottom Line

Improved CSATs, better sales, and a performing team will always be the standard of any organization. With the genesis of a flexible and customizable monitoring tool like QEval, organizations can always expect to observe growth whether it comes to team or client satisfaction.