Companies that implement Business Process Outsourcing (BPO) share the same recruitment and retention challenges with captive contact centers but must also excel in customer service. To meet this demand, flawless execution is vital.
Having a capable QA & improvement platform becomes even more critical for BPOs. It enables effective management of multiple clients, teams, and call center agents while ensuring ongoing performance and improvement.
Strengthen your dedication to quality in outsourced customer service, enhancing the experiences of agents, customers, and clients alike.
“We require robust reporting capabilities to effectively manage and present QA data across our diverse clientele.”
Gain real-time insights across the contact center and delve into client, team, or agent specifics for a comprehensive understanding. Our customizable dashboards enable the creation of multiple, focused displays, showcasing the most relevant metrics. With your personalized reporting system, effortlessly export data to other systems or share it seamlessly with your clients.
“I need a solution that seamlessly integrates with our existing technology, eliminating the need for additional client investment.”
The choice of your contact center’s system architecture should not be limiting. evaluagentCX, being completely platform-agnostic, seamlessly integrates with your existing solutions and operates independently. This allows for a swift and straightforward rollout without requiring significant client investment or IT assistance
“I need to efficiently coach and onboard agents, and drive continuous improvement.”
evaluagentCX elevates agent performance with the right combination of automation, HR rigor, and human oversight. Our intuitive and fully connected workflows and reports swiftly identify agents in need of assistance. Coaching and training can be auto-assigned and scheduled, enabling scalable improvement.
“I need to ensure consistent scoring and handle multiple evaluators.
When scoring interactions across large QA teams, inconsistencies are all too common. That’s why evaluagentCX can handle multiple evaluators and has a built-in calibration feature with check-the-checker workflows to ensure scoring is consistent across the board.
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Best practices in managing BPO churn
In this guide, we contextualize the key obstacles faced by the captive and BPO contact centers, provide pointers to reduce staff turnover and explain how technology can help improve both employee and customer experience.
How does evaluagent enhance business processes for call center solutions?
evaluagent is QA and improvement platform designed for Business Process Outsourcers (BPOs). By enabling the effective management of multiple clients, teams, and agents, evaluagent boosts ongoing performance and improvement in call centers *.
Can evaluagent’s platform integrate with existing contact center software to improve customer interactions?
evaluagentCX is completely platform-agnostic, allowing it to seamlessly integrate with existing contact center software. evaluagent helps BPOs deliver superior customer service without the need for extensive system overhauls.
How does evaluagent utilize robotic process automation (RPA) to optimize business operations in contact centers?
Through intuitive and fully connected workflows, evaluagentCX elevates agent performance with a blend of RPA HR rigor, and human oversight. This approach enables scalable improvement, efficient coaching, and effortless onboarding of agents.
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See your AI-powered QA and Automated Agent Improvement Co-Pilot that uses intelligence from every interaction to understand, elevate and differentiate your Customer Experience at scale.
