Unlock the Power of Your Contact Center Operations with Quality Assurance Software

Transform your contact center performance with QEval’s advanced analytics and automated call center quality assurance. Improve agent performance, enhance customer satisfaction, and unlock critical insights. Discover the power of seamless integration and comprehensive analysis that elevates your contact center performance.

The Results

Precision Quality, Enhanced Satisfaction

100%

Transcribe and Analyze 100% of Customer Interactions

65%

Improvement in Productivity of Quality Analysts

35%

Improvement in Customer Satisfaction

Intelligent Solutions, Exceptional Outcomes

Experience Unmatched Efficiency and Customer Satisfaction with QEval

QEval provides you with the tools you need to gain actionable insights into your call center operations. With QEval, brands can monitor and assess the quality of customer interactions, ensuring that your team meets the highest customer service standards. QEval easily tracks, analyzes and notifies performance metrics in near real-time, allowing for timely guidance, interventions and performance improvement.

Quantify Customer Service Quality

Why Choose QEval for Contact Center Quality Analytics?

QEval offers a comprehensive solution powered by cutting-edge technology that enables you to analyze every call, understand agent behavior, customer expectations, product feedback, and process insights. By mining 100% of interactions and providing real-time actionable insights, our platform helps you manage agent performance efficiently while offering numerous benefits.

These benefits include evaluating and recognizing frontline staff, enabling data-driven decision making, improving customer satisfaction, boosting team productivity, and ensuring compliance adherence. With QEval, you can assess performance at various organizational levels, leverage real-time reports for informed decisions, bridge the gap between brand and customer expectations, identify challenges for custom training programs, and monitor all interactions for compliance and risk assessment.

Comprehensive Agent Performance Monitoring

QEval Speech determines performance at different organizational levels. This allows quality evaluation for most customer interactions, provides an overview of individual agent performance, team performance, campaign, or center performance on a single screen. This streamlines the process of providing constructive feedback and identifying top performers. Recognition, appreciation, and constructive feedback strengthens employee experience and motivates the team to deliver a consistent brand experience every time.

In-Depth Customer Interaction Analytics

QEval offers unparalleled insights into your customer engagements across all customer engagement channels. Leveraging advanced speech and text analytics, QEval analyzes customer sentiment, identifies trending topics, and detects potential issues before they escalate. By processing up to 100% of customer interactions, QEval provides a complete picture of the customer experience, enabling data-driven decisions to improve customer service quality and boost customer satisfaction.

Custom-fit Call Center Quality Evaluation Criteria

QEval adapts to your unique quality standards and business objectives. With flexible and customizable evaluation forms, create tailored evaluation criteria, balance objective compliance checks with subjective elements like empathy. Easily modify forms to reflect changing priorities or regulations, ensuring your call center quality monitoring always focuses on what matters most to your organization. With QEval, you can maintain consistent evaluation standards across teams while incorporating industry-specific best practices.

Granular Agent Performance Analysis

Gain unprecedented insights with QEval's drilled-down view of agent performance. QEval offers a detailed breakdown of each agent's performance across various interaction types, customer segments, location, supervisor, and competencies. Identify specific behaviors driving positive or negative outcomes, track performance trends, and compare an agent's effectiveness in different scenarios. This granular analysis enables the creation of highly personalized improvement plans and facilitates targeted, actionable feedback for each agent.

Proactive Performance Management

Stay ahead of the curve with QEval’s real-time performance alerts. QEval provides instant notifications on critical performance indicators, compliance breaches, and exceptional achievements. Customize alert thresholds and levels for different roles within your organization, from agents to top management. This proactive approach enables immediate intervention when needed and instant reinforcement of positive behaviors, fostering a responsive and continuously improving contact center environment.

Optimizing Customer Engagement for A Global Drug Manufacturer

A global drug manufacturer sought to enhance its customer engagement strategy, facing significant challenges in accuracy and customer satisfaction.
They faced main 2 challenges:
1.Subpar output accuracy after one year
2.Increasing customer effort leading to negative sentiment
The solution involved:

Resolved gaps in agent training to reduce escalations.
Optimized fraud detection processes.
Recommended optimum call flow.
Shared best practices.

This targeted agent performance management improved customer engagement through enhanced agent performance and streamlined processes.

Optimizing Customer Engagement for A Global Drug Manufacturer

45%

Reduction in Escalations

48%

Improvement in Voice of Customer Analytics

26%

Improvement in Critical Behaviors

View All Case Studies

Transforming People, Process, and Technology VOC Insights for a leading Automotive Company

A global automotive company sought to enhance its customer engagement strategy, facing significant challenges in understanding customer sentiment and satisfaction.
They faced two main challenges:
1.Low VOC Index Score compared to industry benchmark
2.High instances of agents feeling powerless to help or uncertain
The solution involved:

Improve agent training on empathy and providing assurance
Enhance agent knowledge to reduce uncertainty and powerlessness
Optimize call flow to reduce hold times and transfers
Implement stronger compliance measures for customer verification

This comprehensive analysis provides a foundation for targeted improvements in agent performance, customer satisfaction, and overall operational efficiency in the company’s customer engagement strategy.

Transforming People, Process, and Technology VOC Insights for a leading Automotive Company

52%

Improvement in Agent Quality Score

70%

Calls Concluded within 6 Minutes

28%

Improvement in Positive Sentiments

View All Case Studies

Amplifying Conversion and Capacity in Healthcare with Conversational Intelligence

A healthcare organization aimed to amplify conversion rates and capacity using conversational intelligence.
They faced three main challenges:
1.Low plan enrollment due to gaps in agent training
2.Agents not pitching ancillary products
3.Long agent response times for customer queries

The solution involved:

Identifying agent knowledge gaps.
Determining causes of high response times and call avoidance.
Providing data-driven recommendations for performance improvement.

This approach targeted enhanced conversational effectiveness to boost enrollment and operational efficiency.

Amplifying Conversion and Capacity in Healthcare with Conversational Intelligence

22%

Improvement in Critical Behaviors

20%

Improvement in Ancillary Products

16%

Improvement in Conversion Rate

View All Case Studies

Contact Center Capacity | Supercharging Customer Engagement For A Leading Telecommunication Provider

A leading telecommunication provider sought to improve customer engagement by naddressing two main issues: difficulties with bill payment and declining customer retention. To tackle these problems, the company implemented a three-pronged approach. They first identified communication and language issues, then analyzed their retention offers, and finally conducted a detailed examination of billing issues. These steps were aimed at enhancing the customer experience and increasing loyalty.