Call quality monitoring and management solutions -
Evaluate
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
