Etech Global Services Improve performance, compliance and processes
Dynamic Reporting functionality
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:
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.
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
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
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
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
Consolidating quality calibrations
Identify areas for improvement
Enhance Evaluation accuracy
Measure Variance
Calibration accuracy measures and reports
Status on Calibrations
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
Let us help you build an effective customer engagement strategy.
