EvaluAgent Reviews

We wanted to push our QA processes and overall quality of service to the next level. However the perspective of multiplying quality forms, evaluations and keeping track of all the reporting through multiple excel files, multiple locations, multiple languages was quite discouraging.
On the contrary, working with Evaluagent opened more doors and allows us to tailor our QA program exactly as we wanted it. We've seen team members are more engaged, as they receive feedback in real time and can see their progress and results in a very visual way.
Team Leaders are also seeing more easily potential for improvement and were excited to move away from the old fashion way of doing evaluations.
It's still early stages, but we believe Evaluagent will be instrumental in helping us reach our quality progression goals.

The CS has been amazing and taking into consideration all improvements escalated, wish we will carry on like that!

It has given us more flexibility with our QA. It's allowed us to monitor closer and with the Agent side of things now being live it will open a new world from their point of view of having instant access. This in turn should improve the service we are providing to our customers.

Excellent, from pre-sales through to implementation, we've been highly supported. The team are friendly, flexible and available and it's been a pleasure so far!

Evaluagent are willing to go above and beyond for their clients. Any support required they are willing to roll their sleeves up and get stuck in to help you achieve your output.

In order to kick start a Quality aproach to calls and customers I initiated the conversation with Evaluagent and it was to do exactly wha they promote their product for....to do away with spreadsheets and word documents and to move to an easy to use product that will empower staff to be responsible for their own quality performance. As we are only using the version at the minute we have ot realised all of the benefts but the improvements I have see I know it is only a matter of time before we do.

I've been blown away by the responsiveness of the team. I've never worked with a company that focuses so much on what it's users want. If you want a development you can post it and other users can vote if they would also like to see it. If the team isn't sure how they can do it, they'll contact everyone who voted to get further feedback. I wish every company was so responsive!

The staff are great and the software has helped our business deliver more to the operation. All in all highly recommended!

The Customer Service Centre currently have limited quality monitoring capability and therefore have no measurement for quality of service offered and customer experience. This impacts on the ability to identify relevant areas for improvement, to drive customer loyalty and to drive sales.

As the above illustrates, it is lacking in a number of core areas that are vital for driving sales and efficiencies and providing competiveness and effectiveness.

– Limited current quality monitoring capability.

– Inability to understand our customer requirements and satisfaction.

– Impacted ability to drive customer loyalty.

– Impacted ability to drive sales and margin.

– Impacted ability to set and drive customer SLAs.

Great!

Evaluagent has provided us with a clear dashboard for our call quality information which is visible to all. This is driving the right advisor behaviours. An added benefit is that because the stats are so visible, it's provided Team Leaders with the added incentive of ensuring that they complete their evaluations on time.

We have not installed the product as yet, but from the support I have received from executives, I am confident that I will be in good hands and supported in the future! I'm really looking forward to getting started

Friendly company who have provided excellent support. The software has added real value to our performance development and significantly improved agent engagement. We are already seeing results!

So far, its being a good link between monitoring and feedback between team leaders and agents.

The move away from fiddley, ugly spreadsheets is a plus.

The tool is embedded in our culture where multiple departments now use the tool.

Real-time feedback to out agents is vital, any problem can now be remedied in real time.

Positive

I use this daily, and it has reduced the overall time I spend on call evaluations.