About QEval
QEval is a quality evaluation software from Etech Global Services that supports the assessment of customer interactions. It combines call evaluation, reporting tools, and performance tracking so organizations can maintain service quality. The platform allows for the creation of customizable scoring criteria and provides analytics to identify trends in customer service performance. QEval is designed for monitoring agent performance effectively, allowing managers to provide targeted feedback and coaching. The software is highly scalable, accommodating various business sizes while ensuring compliance with industry standards. Key capabilities: call evaluation performance analytics customizable scoring reporting tools trend identification Best for: customer service managers that need to evaluate agent interactions and improve service quality.
QEval by Etech Global Services is a comprehensive call center software designed to enhance quality monitoring and operational efficiency across various industry domains. Tailored to meet the needs of industries such as outsourcing, telecom, healthcare, retail, and more, the software’s primary purpose is to streamline quality assurance processes and provide actionable insights for performance improvement. Key features include advanced quality monitoring, detailed analytics, customizable evaluation forms, and seamless integration of performance metrics. These capabilities empower organizations to maintain high standards of customer service while ensuring continuous improvement in agent performance. The user interface of QEval is designed with usability in mind, offering an intuitive and visually appealing layout. Navigation through the software is straightforward, with clearly defined menus and features that are easy to locate. The dashboard provides a centralized view of critical metrics and evaluations, allowing users to monitor performance at a glance. Unique design elements such as drag-and-drop tools for creating evaluation forms and customizable dashboards enhance the user experience, making it simple for managers and team leads to adapt the software to their specific needs.
Pros & Cons
- +Playback Speed Control: The ability to adjust the speed of the call playback is a valuable feature for detailed analysis.
- +Visual Markers: Identifying conversation content with visual markers helps in quickly navigating and understanding the call structure.
- +Visual Volume Graphs: These graphs help to easily identify periods of silence or activity in the call.
- −Limited Agent Comment Space: The restriction on the number of characters for agent comments limits their ability to provide sufficient context or dispute evaluations.
Features
Key features
- Actionable insights
- Identifies opportunities to improve processes, sales conversion, and customer satisfaction.
- Streamlined evaluation process
- Makes evaluation and coaching of agents more efficient.
- Cloud-based deployment
- Easy to set up and use without needing additional hardware.
- Targeted performance improvement
- Focuses coaching on individual agent needs.
- Advanced reporting suite
- Provides comprehensive data on call center performance.
Additional features
- Customizable platform
- Adapts to the specific needs of your contact center.
- Advanced reporting suite (over 50 reports)
- Offers a wide range of data insights.
- Quantifies coaching effectiveness
- Tracks the impact of coaching on agent performance.
- Intuitive dashboards
- Provides easy-to-understand visualizations of key metrics.
- Performance trend analysis
- Allows you to track performance changes over time.
- Customizable real-time alerts
- Notifies you of critical issues.
- 360-degree agent evaluation
- Provides a comprehensive picture of agent performance.
- Easy integration with other applications
- Works seamlessly with your existing tools.
- Automated compliance monitoring
- Helps ensure regulatory compliance.
- Training and coaching module
- Allows you to assign training based on agent evaluations.
- Real-time reports
- Provides immediate access to call center data.
- Product Tour
- Offers a guided introduction to the software.
- Dashboard
- Provides a central location for viewing key metrics.
- 360 Agent Evaluation
- Allows for comprehensive evaluation of agents.
- Search function
- Allows you to search for specific information.
- Contact information
- Provides contact details for Etech.
- Case studies
- Showcases how Etech has helped other companies.
- Blog
- Offers insights on call center quality monitoring.
- Company information
- Provides details about Etech.
- Careers page
- Lists available job openings.
- Resources
- Offers downloadable materials and other helpful information.
- Compliance and certifications
- Demonstrates Etech's commitment to quality.
- Video library
- Provides informative videos about Etech's products and services.
Pricing
Countries & Languages
Interface languages
Billing currencies
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About QEval
QEval is a quality evaluation software from Etech Global Services that supports the assessment of customer interactions. It combines call evaluation, reporting tools, and performance tracking so organizations can maintain service quality. The platform allows for the creation of customizable scoring criteria and provides analytics to identify trends in customer service performance. QEval is designed for monitoring agent performance effectively, allowing managers to provide targeted feedback and coaching. The software is highly scalable, accommodating various business sizes while ensuring compliance with industry standards. Key capabilities: call evaluation performance analytics customizable scoring reporting tools trend identification Best for: customer service managers that need to evaluate agent interactions and improve service quality.
QEval Details
QEval's In-App Market Place
Does QEval have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), JPY (¥), AUD (A$), CAD (C$), CHF (Fr), CNY (¥), SEK (kr), NZD (NZ$), KRW (₩), RUB (₽), INR (₹), BRL (R$), HKD (HK$), SGD (S$)
Pros & Cons
- Playback Speed Control: The ability to adjust the speed of the call playback is a valuable feature for detailed analysis.
- Visual Markers: Identifying conversation content with visual markers helps in quickly navigating and understanding the call structure.
- Visual Volume Graphs: These graphs help to easily identify periods of silence or activity in the call.
- Limited Agent Comment Space: The restriction on the number of characters for agent comments limits their ability to provide sufficient context or dispute evaluations.
QEval's Support Options
Email Address
sales@etechgs.comContact
+1-936-559-2200QEval's Alternatives
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