Quality management for call centres

While quality assessment of call centres is relatively common, most do not integrate the coaching and formal training which would complete the quality assessment cycle. Evalu-X differs from these conventional quality management tools in that it completes the full cycle of assessment, coaching, formal training and reporting.

Jake Orpen, Managing Director at Conexus, said, “We believe that assessment without feedback is meaningless since no improvement will be seen in the quality of our call centre agents and the service offered by our business.”

How does it work?
In any call centre, there are a few possible areas that could require improvement. Evalu-X contains a suitable coaching module for each of these areas. Each call entre agent is evaluated and development areas are identified and training sessions can be scheduled. Furthermore, Evalu-X's reporting system is able to evaluate the call centre agent according to their level/or specific position, thereby allowing for trend tracking at each level.

Having implemented Evalu-X themselves, Conexus have noticed considerable improvements in the quality of their call centre. Orpen commented on these improvements saying that “the system is transparent and easy to use, and we are now able to track trends, see reports, and be sure that the results are 100% accurate."

Giving a glimpse into the near future, Orpen said, “We are confident that Evalu-X will be recognised as a world-class, call centre quality management system.”