Name: Etech's QEvalPro for Call Center Quality Monitoring
Uploaded: 2021-01-05T09:38:29.000Z
Duration: 53 s
Description: Etech's QEvalPro for Call Center Quality Monitoring

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QEval Pro has had a significant impact on improving agent performance and call handling. Users have noted a decrease in agent improvement rates since incorporating this tool into their quality assurance activities. By identifying areas of improvement in call handling and system navigation, QEval Pro offers alternatives and recommendations to enhance agent performance. This tool provides valuable insights into what has been done well in customer service and customer relations, allowing teams to highlight best practices and areas of excellence. QA Analysts find QEval Pro easy to use for their daily tasks, making it an excellent source for conducting quality assurance activities.

While the majority of users have had a great experience with QEval Pro, some users mentioned needing more time to become familiar with the product. Although it is considered an interesting tool at the enterprise level, some users found that it lacks individual-level investigation capabilities and support for agent retraining. However, despite these limitations, one user mentioned that QEval Pro has improved the work ethic of agents. It's important to note that opinions about this tool vary among users, with some considering it a great source for conducting quality assurance activities, while others have found it to be the worst QA platform in the industry.

Users appreciate the reports and possibilities offered by QEval Pro. The tool is helpful for reviewing scores in QA activities and is considered very useful and user-friendly. Overall, users have had positive experiences with QEval Pro, finding the team behind it knowledgeable, flexible, and easy to work with.

Customizable evaluations: Many users have expressed their appreciation for the ability to customize evaluations on a per-client basis. This feature allows for assessments that are tailored to specific needs, resulting in improved customer service and satisfaction.

Control over playback speed and visual markers: Reviewers have praised the functionality that allows control over the speed of playback during call analysis. Additionally, they find the inclusion of visual markers with subject headings to be extremely helpful in quickly identifying and navigating through different parts of conversations.

Visual bar graphs for volume indication: Users highly value the visual bar graphs that provide clear indications of conversation volume. These graphs offer a convenient way to identify silent or active periods during calls, facilitating efficient analysis and evaluation processes.

Limited agent comment space: Some users have expressed frustration with the limited agent comment space, stating that it hampers their ability to effectively dispute and state their case. This limitation has been a hindrance for these users in providing sufficient information and context.

Inaccurate reporting feature: Several users have criticized the reporting feature, describing it as terrible and inaccurate. They feel that the grades provided by the feature do not accurately reflect their team's performance, which has negatively impacted their team's image. 

Lack of advanced features: A number of users have mentioned that while the application functions adequately as a basic system, it lacks advanced features. These users would like to see more advanced capabilities incorporated into the product to enhance its functionality and usefulness.

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QEvalPro

Call Center Workforce Optimization

Etech Global Services is a leading provider of intelligent sales, service, and technology solutions specializing in inbound and outbound voice and live chat. Since 1997, we have been helping companies cost-effectively acquire new customers and maximize profits by servicing and growing existing customers.Etech launched in 2003 with only 400 employees and a single contact center in Nacogdoches, Texas. Over the last 17 years, we have expanded our range of services and have grown to include more than 3,000 employees and eight state-of-the-art contact centers with five U.S., one nearshore, and two offshore locations. All of this has been accomplished without the need for mergers or acquisitions.

Etech Global Services

Etech's QEvalPro for Call Center Quality Monitoring

QEvalPro is Etech’s SaaS-based quality monitoring platform that streamlines the QA process, identifies training gaps, and helps deliver actionable insights. Using QEvalPro for call center quality monitoring assists in identifying opportunities and actions to improve operational efficiency, processes, sales conversion, and deliver effortless customer experience.Visit QEvalPro Website: https://www.qevalpro.com/

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

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QEvalPro

Overview

What is QEvalPro?