EvaluAgent Announces Innovative Quality Assurance Software for Customer Experience Outsourcers

UK software developer, EvaluAgent, has released a new version of its Quality Assurance platform that is focused specifically on the needs of customer experience outsourcers.

The new tool will give bid teams a unique set of differentiators designed to help them win new business, retain existing clients and demonstrate innovation. These differentiators include the ability to create individual accounts for each client, invite clients to online calibration sessions, set up tailored scorecards and scoring templates on a per client basis, integrate with their customers’ call recording and CRM systems and easily generate advanced reports and analytics for each account.

The platform also delivers multiple benefits to Customer Service, Compliance, Quality, L&D and HR teams within any size BPO with the addition of the Agent Engagement and Coach & Feedback features being a major driving force in the improvement in customer outcomes.

Evaluagent CEO, Jaime Scott, says, “We’re excited to bring something so unique and valuable to the market. Having spent many years in this sector, we understand the unique challenges outsourcers face when it comes to winning and retaining business.

Specifically, we know that integrating with myriad WFM, call-recording and reporting systems is a key requirement and that workflow automation and speech-text analytics helps our clients deliver innovation and value to their clients. All of that, combined with rapid deployment and incredibly flexible commercial terms makes EvaluAgent a great choice for outsourcers.”

About EvaluAgent

Since its inception in 2012 EvaluAgent has been on a mission to help people in contact centres deliver an outstanding customer experience. This single-minded goal has resulted in the development of a range of software products which have attracted numerous big name clients including: Atos, CSC, NS&I, Cineworld, Invesco, Aon and BUPA.

Visit https://www.evaluagent.com/