A powerful analytical performance measurement tool for call centers
i-Evaluate aims to evaluate agent conversations in call centers and hence giving the call centre managers, supervisors, and other quality assurance personnel the ability to analyze and improve agent efficiency.
Benefits and Uses:
- The key to meaningful quality measurement lies in the tools the call centre uses to evaluate monitored calls. Well-designed evaluations can show problem areas, issues, trends, and opportunities which are crucial data for the business plans.
- The most important step in the implementation of quality measurement is the development of evaluation forms that capture accurate and meaningful information.
- i-Evaluate provides a tool to design and build custom evaluation forms that enable any call centre to meet its business goals.
- i-Evaluate enables the evaluator (managers, supervisors, and other quality assurance personnel) to evaluate the agent using the designed evaluation forms.
- i-Evaluate system provides different types of reporting tools that help the decision maker to improve agent efficiency.
- i-Evaluate system provides different types of privilege to granted by the admin to the users.
- i-Evaluate system logs all users actions when using the system.