Innovative tool for call center quality assurance

About QEval

At Etech, we understand that one of the biggest hurdles companies have today is how can they improve their Customer Experience to help them stand out from their competition. Most everyone says they are performing some sort of “Quality Assurance”, but what does that really look like? And is it even effective?

QEval is Etech’s SaaS-based quality analytics platform, designed with Operations in mind, that is an intelligent and strategic solution designed for call centers. It accomplishes stringent demands of quality, customer experience, and compliance. QEval with Etech as your partner, assists companies in identifying opportunities and identifying actions to improve their processes, sales conversion, and customer satisfaction. Regardless of the campaign size, call volume, chat volumes – QEval is designed to meet any robust need. It has been developed on the basis of our real-time practical experiences while facing the day to day challenges.

QEval Advantages:

  • Identifies marketing insights
  • Advanced reporting suite
  • Streamline evaluation process
  • Distinguish and quantify coaching needs
  • User-friendly dashboards
  • Provides immediate feedback
  • Actionable insights into business and customer experience opportunities
  • Recognize and measure agent behaviors
  • Targeted performance improvement at agent level

Features

QEval is fully customizable according to your needs. It provides a suite of real-time reports and instant email notifications for critical errors so that managers can easily spot and discover problems within their teams. It is a one-stop solution to ensure that all customers are treated with equal importance and the quality of your call center is top-notch.

Quality
Agent Engagement
Analytics
Notification
Calibration
Integration & Security
Quality

  • Complete Workflow Process Support
  • Customizable and Unlimited Evaluation Forms
  • Flexible Scoring Options
  • Attach Call  to Evaluation
  • Evaluate phone calls, emails, chat, social media responses, complaint handling, and many more…
  • Combination of standard numeric, blind scoring, non-numeric or holistic scorecard
  • Options of weight base scoring
  • Analytics to help you find the root cause in processes

Free Trial

 

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Agent Engagement
  • Agent Dashboard
  • Notifications and Alerts for Agent
  • Agent performance  reports
  • Built-in Agent Coaching Module
  • Empower agents with access to their quality evaluations
  • Agent acknowledgment through e-signature
  • Agent review and dispute resolution process

Free Trial

 

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Analytics

  • A suite of Real-Time reports
  • Trends and Status Reports
  • Drilled down Agent Performance for specific program
  • Analytics to gauge the performance of your Quality Team
  • Daily, Weekly, and Monthly Analytical trends
  • Avail Region or Program wise analytics for process measures

Free Trial

 

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Notification

  • Instant email notifications for critical errors and pending reviews
  • Real-Time Performance Alerts
  • Notifications for Agents and Supervisors
  • Alerts for Critical Processes
  • Get Notified for Good Calls vs. Bad Calls
  • Notification emails for Review and Dispute
  • Stats for Pending vs. Finished coaching   

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Calibration

  • Consolidating quality calibrations
  • Identify areas for improvement
  • Enhance Evaluation accuracy
  • Measure Variance
  • Calibration accuracy measures and reports
  • Status on Calibrations

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Integration & Security

  • Integrations Using SFTP, AWS S3 bucket & APIs
  • Ease of integration to major sources
  • Highly secure web-based SaaS solution and isolated user role-based access with masked data and recording functionality
  • Secured Hosted Platform
  • Providing major compliance measures

Free Trial

 

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Our Videos

  • 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.

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