Call Center Quality Assurance and Monitoring for Inbound and Outbound
– Calls, Chats and Emails
Combining extensive capabilities in technology with deep domain expertise, Etech has been a leading provider in business process outsourcing solutions since 2003. We deliver seamless solutions that bring tangible business value to leading organizations around the world.
Quality Assurance is a must for measuring efficiency and effectiveness of business processes. We, at Etech assist companies in identifying opportunities and deriving actions to improve their processes, sales conversion and customer satisfaction.
QEval is an intelligent and strategic solution designed for call centers that meets the stringent demands of quality, compliances and other statutory requirements. Irrespective of the campaign size, call volume, chat volumes - QEval has been designed to meet any robust need. It has been developed based on our real time practical experiences while facing the day to day challenges.
With the help of QEval tool, our dedicated and experienced team deploys best practices to evaluate Inbound and Outbound voice, chats and emails. The evaluations results are available and accessible in real time for the management, supervisors and team members.
Key important features of QEval
- Web based tool accessible anytime anywhere.
- Define rules, parameters and capture information
- Fully customizable forms for any process.
- Multiple metrics to capture agent performance.
- Accelerated monitoring for better proficiency.
- Multi channel call center support.
- Real-time Evaluations, Calibrations, Auditing, and Reporting.
- Integrated documents for quick reference.
QA Solution Process Flow Overview