Helping you to deliver higher performance through collaboration.
EvaluAgent’s Team Engagement features have been designed specifically to help you maintain effective working relationships between everyone involved in QA – ensuring that the whole operation is better supported towards delivering efficient, personalised, well-informed, compliant, and friendly customer conversations.
So, we've launched five unique features designed to make your job easier.
Providing more general feedback can assist with today’s remote home-working teams who need to interact with peers and their team leader at regular intervals.
Amplify the impact of positive feedback by posting it for everyone to see in a Slack® or MS Teams® channel.
Use individual feedback to help a colleague improve performance and change behaviours, or analyse the full data set to identify any trends.
OK, so it’s not FIFA-20, but surely, it’s more fun than looking at a spreadsheet?
Sales and service desks wouldn’t be the same without a leader-board - and a smidgen of healthy competition goes a long way towards building rapport amongst the team!
And it’s not just for the top performers… Ranking by your most improved helps ensure that everyone gets a chance to be recognised for their hard work.
Create a new alert for when specific conditions are met.
Empower managers to configure their own platform alerts so they can proactively reach out to support team members in a timely manner.
Alert me when anyone in my team receives a quality score of less than 50%...
..or when a breach or an auto-fail occurs.
With today’s remote home-working teams managers can’t observe colleagues in need of help. It’s never been more important to give managers the tools they need to monitor the performance and support-needs of their team.
Results and feedback can be discussed between QA and operational management to ensure that all perspectives and experiences are considered whenever an outcome may be in question.
Take it one step further, and enable your agents to query their results.
Sound scary? OK, it may cause some friction and extra work in the short-term. However, as the resulting sense of empowerment starts to build trust, everything starts to become simpler, and the whole QA process becomes less painful. We promise!
Help colleagues “calibrate” their scoring.
It’s one of the best ways of building higher levels of trust amongst everyone involved in quality. And a great way for team leaders to stay connected and support each other.
Remove the hassle and save time. Don’t waste hours chasing, collating and inputting data into spreadsheets! Invite colleagues to “blind” evaluate, auto-collate results, manage calibration sessions, and report performance - all in one place.
Eliminate inconsistencies and bias. Improve scoring consistency, increase fairness and build trust amongst evaluators, team leaders and agents.
Demonstrate a more rigorous approach to risk management. Access calibration sessions, trends and feedback to demonstrate an effective risk management strategy and compliance with industry regulations. Also great for quality teams within outsourcers who wish to report unbiased results and achieve higher levels of consistency and trust with their clients.
How CQC embraced team engagement to support their remote working team.
How Ubisoft support Agents and Players through team engagement
How CQC embraced team engagement to support their remote working team.
How Ubisoft support Agents and Players through team engagement
