A Product Of Etech Global Services

What if everything you thought about Quality Management was wrong?

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Leverage the power of technology to elevate customer and agent experience

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Ensure high level of performance with effective evaluation, coaching and engagement

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Gain access to critical business, marketing and competitor insights with advanced reports & analytics

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About QEval

Etech’s QEval is an intelligent, customizable contact center quality monitoring solution and agent performance management tool. QEval provides a suite of real-time reports and training notifications to our users allowing them to have greater insight and visibility into their program that goes beyond the antiquated days of simply “checking a box.” QEval serves as your comprehensive solution to achieve a consistent and effortless customer experience for your customers.

Interactions per year

Quality monitoring evaluations per year

Client partners

Team

Gain a competitive edge with our innovative ‘solutions’

Improve Performance, Compliance and Internal Processes

Identify Knowledge Gaps
Improve Client Retention
Overall insights on In-Depth Level of Performance
Identify Market Insights
Distinguish and Quantify Coaching Needs
Actionable insights into Business and CX Opportunities

Key Features of Etech’s QEval

  • 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
  • Agent dashboard
  • Notifications and alerts for agents
  • Agent performance reports
  • Built-in agent coaching module
  • Empower agents with access to their quality evaluations
  • Agent acknowledgement through e-signature
  • Agent review and dispute resolution process
Free Trial
  • 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
  • Region or Program wise analytics for process measures
Free Trial
  • 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
  • Stats for pending vs. finished coaching   
Free Trial
  • Consolidating quality calibrations
  • Identify areas for improvement
  • Enhance Evaluation accuracy
  • Measure Variance
  • Calibration accuracy measures and reports
  • Status on calibrations
Free Trial
  • 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

Integrates Seamlessly with any Legacy System

 

Seamlessly integrate Etech’s QEval with any speech & text analytics platform, CRM, call recording system or dialing platforms and
get access to real-time monitoring, advanced reports & analytics, and near-instant alerts to team members.

Slide Structured Data Converted into Actionable Insights/Reports Call Ingestion:
Direct API/SFTP
AI or HI Input
as Required
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Coaching Recommendations:

Insights for Improvement
Training Needs Analysis and Identification
Client Process Recommendations: VOC Analysis
Customer Sentiment Analysis
Customer Satisfaction Drivers
Insights for Strategic Decisions

Our Client Speaks – On Etech’s QEval

Read what businesses similar to yours are saying about us.

The reporting feature is great. I can see an agent overall performance in a snapshot for the whole year as well as filter the reporting by score-card category.

Supervisor of Customer Service, Oil & Energy

I like that I can run reports on individuals and teams as a whole.

Lead - Customer Service Representative, Utilities

It really takes the guess work out of creating quality evaluations.

General Manager, Consumer Services

It is very easy to search for the agents to locate the scores for selected dates.

Call Center Lead, Information Services

It is very user friendly. The agents here seem to like that they can receive immediate feedback on calls being evaluated.

Customer Care Lead, Higher Education

Watch Etech QEval in Action

Check Pricing

Choose the right plan for your business, or ask about our 30-Day Trial

License 1 -25

$30

per agent/per month

License 26 -75

$25

per agent/per month

License 76-200

$20

per agent/per month

License 200-500

$15

per agent/per month

License > 500

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