Elevate Customer Experience with
Quality Monitoring
Software for Call Centers
Enhance your team’s productivity with Etech’s proprietary quality monitoring
solution and ensure effective evaluation, coaching and deliver superior customer
experience.
WHY ETECH FOR CALL CENTER QUALITY MONITORING?
Etech’s quality monitoring software for call centers is an agent performance management tool, that meets the stringent demands of quality, compliances, agent training & performance management, irrespective of the campaign size, or interaction volume. Our call center QA solution has been designed to meet contact center’s specific requirements. It has been developed based on our real-time practical experiences while facing day-to-day challenges.
- Actionable insights into business and customer experience opportunities
- Streamline Evaluation Process
- On-Cloud Deployment
- Targeted Performance Improvement at Agent Level
- Advanced Reporting Suite
PRODUCT TOUR
TURN EVERY CUSTOMER INTERACTION IN AN OPPORTUNITY
Enhancing the Customer Experience is a never-ending journey. Etech’s QA solution manages the critical aspects of your call center’s quality monitoring, identifies opportunities and derives actions to improve processes, sales conversion, and customer satisfaction.
CUSTOMIZABLE PLATFORM
Our QA solution is fully customizable for streamlining all levels of your quality monitoring process, such as, addressing the stringent demands of quality, customer experience, and compliance.
ADVANCED REPORTING SUITE
Featuring 50+ reports to provide complete visibility and actionable insights for overall contact center operations. Get a real-time, birds-eye view of your call center processes in a few clicks.
QUANTIFY COACHING
Measure coaching impact, efficiency, and effectiveness using insightful reports. With a closed-loop coaching process, coaching information will be logged and retained for continuously optimizing agent performance.
INTUITIVE DASHBOARDS
Get insightful, interactive, and tailormade dashboards for Executives, Supervisors, and Frontline Team members, showing key performance metrics of your contact centers on a single screen.
PERFORMANCE TRENDS
Drill down into daily, weekly, and monthly analytical trends for measuring & comparing performances for all locations, campaigns, programs, teams, or individual levels.
CUSTOM REAL-TIME ALERTS
Get real-time notifications for critical errors, pending reviews, performance alerts, coaching statuses, reviews & disputes, and much more. Set custom notifications to stay updated 24*7.
360-DEGREE AGENT EVALUATION AND PERFORMANCE MANAGEMENT
Carry out 360-degree evaluations of agents using unlimited, customizable evaluation forms with flexible scoring options, allowing you to assign training for opportunities in a built-in training module.
EASE OF INTEGRATION
Simplify and Automate the quality assurance & coaching process of your contact center by integrating our QA solution with speech analytics, learning management system, CRM, call recording system, dialing platforms, etc.
AUTOMATED COMPLIANCE MONITORING
Keep track of regulatory and compliance measures, by getting notifications of critical errors. Etech is a trusted partner, following all local, federal and international laws to prevent compliance violations.
EASE OF INTEGRATION WITH YOUR FAVORITE APPLICATIONS
Ensure a seamless integration process within your eco-system of tools such as Dialing Systems, Call Recording System, and CRM. Get access to advance reports & analytics, real-time monitoring and providing near-instant alerts to your team members
CASE STUDY
HOW ETECH’S INTERACTION ANALYSIS HELPED CUSTOMER IN CALL REDUCTION, ENHANCE CUSTOMER SATISFACTION AND INCREASE IN OVERALL EFFICIENCY?
Industry: Retail | Service: Quality Monitoring & Analytics
