Quality Monitoring
Evaluate
Low cost entry-level call evaluation and coaching software providing call scoring and reporting capabilities for telephone based teams.
Evaluate
Low cost entry-level call evaluation and coaching software providing call scoring and reporting capabilities for telephone based teams as small as 3 people or larger organisations with simple requirements. Ideal for managers just starting to look at improving the quality of telephone service. A perfect tool for transferring paper based appraisals to computer. Evaluate integrates with most call recorders.
Key Benefits
• Entry-level call evaluation and coaching software
• Integrates with most call recorders
Evaluate addresses the need to measure and manage quality of service for two or more people in an affordable way. Ideal for environments that need to automate manual evaluation, training or coaching processes.
Calls captured from your recorder can be played back using the audio toolbar. Supervisors can use in-built call evaluation forms, or can customise forms used in manual evaluations. On-line forms enable effective scoring from 1-5 or yes/no, whilst simultaneously listening to calls.
Evaluate enables managers to document and store coaching sessions on-line where objectives and comments can be added on a monthly basis.
All results captured feed into easily accessible management reports, providing information on individual calls, averages, and team comparisons.
Application Features
• Pre-loaded or customisable quality evaluation forms
• Up to 20 call evaluation forms active at any one time
• Evaluation forms support up to 25 questions
• Scoring with varying weightings to reflect companies priorities
• Score sheets and reports can be printed or exported to Excel
• Range of text and graphical reports available to view league tables and track trends
• Store current and historical coaching sessions to monitor staff development
Advantages
• Cost effective quality management for smaller operations
• Provides consistent, accurate performance measurement
• Easy accessible management information
Benefits of regular measurement of call handling
• Continued customer satisfaction
• Increase first-time resolution
• Provide opportunities to cross and up sell
• Platform to train & develop staff
• Manages rewards
• Maintains motivation
