QEval

Pros: 1) The support team is exceptional. They are receptive to suggestions and requests, and they excel at keeping us informed of any updates and progress.
2) All Etech support team members are highly knowledgeable and easy to work with. They are personable, professional, and friendly.
3) Qeval is an invaluable tool that provides a comprehensive overview of the quality of service delivered by our agents. It also enables us to identify trends, as all calls are reviewed.
4) QEval has enhanced the process for submitting coaching sessions.
5) The Etech support team makes themselves readily available at any time.

Cons: While the report options are extensive, it would be beneficial if some reports could be more specific. For example, being able to pull a report based on a specific parameter to review agent performance in that area would be helpful.

Overall: My overall experience has been wonderful. As this is my first time working with artificial intelligence, the Etech team has been patient and has educated me, enabling me to better perform my job. Additionally, this program continues to enhance our quality team and processes.

Pros: • Easily modifiable to conform with the company’s key performance indicators
• Enhances collaboration between agent and supervisor/lead. Provides the agent and lead the ability to easily review observation outcomes and engage in productive feedback.
• Provides actionable insights into call center behaviors to help improve the agent and customer experiences

Cons: • While reporting is extensive, it requires some additional training and walkthrough to fully digest the available data QEval can expose

Overall: • Process Optimization: QEval has identified inefficiencies in call handling procedures, allowing for targeted improvements. This has streamlined workflows and reduced average call handling time.
• Enhanced Training Opportunities: By analyzing agent behaviors, QEval has highlighted areas where additional training is needed. This has led to more effective training programs, improving overall agent performance.

Pros: The tool is very useful, with multiple reports one can run to analyze specific trends and data. There is the possibility to add coaching per parameter to each scorecard which makes it very easy to personalize training to each agent's learning style, and therefore increase the agent's performance.
The QEVal score card can be easily modified and edited as client requirements change, and the score card itself is straightforward and user friendly.

Cons: The website would benefit from the addition of personalization features to accommodate different user preferences and enhance functionality. Improvements to the reporting system could include increasing the limit of agents allowed in the breakdown menu beyond ten. Additionally, coachings assigned could offer multiple formats beyond text, such as video integration. For instance, it would be useful to upload videos and training materials directly to QEval without relying on external links in coaching comments. Through AI integration, the system could analyze the coaching content and reception, enabling metrics such as the duration agents engaged with the material.
Further enhancements could involve audio tools to distinguish between background noise originating from the caller or the agent. Interactive graph features could also provide a more dynamic and engaging user experience.

Overall: The overall experience with the tool has been highly positive, owing to its diverse features and exceptional support. The tool provides multiple reports that enable effective analysis of specific trends and data, helping users gain valuable insights. Its design facilitates personalized training by allowing coaching to be tailored per parameter on each scorecard, catering to individual agents' learning styles and boosting their performance.
The QEval scorecard stands out for its adaptability, allowing straightforward modifications and edits to meet changing client requirements. Its intuitive and user-friendly interface ensures ease of use, even for new users. Additionally, the support staff are highly responsive and incredibly helpful, consistently offering reliable assistance to enhance the user experience.
With its combination of robust features, intuitive design, and outstanding customer support, the tool has proven itself to be an indispensable asset for professional environments.

Pros: Speed, Scale, the QEval/ETech engineering team behind, the in-depth analysis the tool & the QEval team produce for our business, and the amazing read on our team's performance stack ranking by having 100% of our contacts audited & scored in real-time.

Cons: I do not have much to report here! I can advise that the tool does require some effort & training to teach it what is important to you, your QA criteria, & your expectations. It's worth making that investment though, because then it's a huge help in your visibility & ability to manage performance.

Overall: I have purchases & used the QEval software now for 2+ years, and I'm a very satisfied customer. Their costs are reasonable for the value, and their billing is simple and easy to understand. Their team is very savvy & talented in all departments. They are very proficient at implementing their tool and make that process as easy as it can be for new customers. Both our front-line agents, our management team, & our end clients all love the tool and feel the value it brought to our business right away. Plus, the QEval/ETech team are simply a pleasure to work with!

Pros: The platform is extremely user friendly and easy to navigate. The various Dashboard and Reporting options ensure you can see and export your data just about any way you want. Creating customer scorecards has never been easier, and with all the options on responses, weights, and failure reasons you can create just about anything even the pickiest client asks for.
The support you get from the QEval team is really the best part, though. They answer questions quickly and, in a manner you can understand and are always willing to jump on a call to discuss further if needed.

Cons: There's really nothing that I dislike about this platform. There were many features available that my company wasn't initially using so it took time for me to go through them all and learn how to use them, but now we are getting the most out of the platform.

Overall: There is nothing this platform cannot do! You can have all your compliance, quality assurance, training, and coaching needs in one place. Accessibility in the form of profiles can be customized for everyone from Clients to Agents.

Pros: I find QEval to be a well-structured quality assurance tool that offers a lot of flexibility. The customizable scorecards are particularly useful, allowing teams to tailor evaluations based on specific needs. The reporting and analytics provide clear performance insights, making it easier to track trends and drive data-backed decisions. I also appreciate the coaching and feedback integration, which helps in providing timely and constructive guidance to agents. The user-friendly interface makes navigation simple, even for new users, and ensures evaluations are completed efficiently. Additionally, the seamless integration enhances workflow efficiency by keeping everything connected across platforms. Overall, QEval has been a valuable tool in improving QA processes.

Cons: QEval has everything you need in a quality monitoring solution, you just need to figure out a way to explore all the features & functions in order to master it.

Overall: QEval is a powerful and user-friendly quality assurance tool that enhances agent performance, streamlines evaluations, and provides valuable insights through its structured approach. With its customizable scorecards, insightful reporting, and seamless integrations, it’s an excellent choice for contact centers and BPOs looking to optimize their QA processes. The platform’s intuitive design and coaching capabilities make it easy to use while ensuring teams get the most out of their quality assurance efforts.

Pros: Customizable
User Friendly
Efficient
Unmatched Product Support
Informative and detailed reporting
Provides valuable business insights
Scalable

Cons: There are no cons. The only area where improvement can be made would be around the names of the reports. They can be confusing at times.

Overall: QEval is one of the most user-friendly programs I have seen and used in the call center world. The team is so easy to work with and truly listens to all of your organization's needs. They are willing to work with you and customize the product to fit your needs in any way possible. There is never the usual pushback you receive from some companies such as "its works as designed". They are willing to help in any way to make it work for you! The support team is outstanding and always make themselves available as needed. They are thorough and helpful in talking through your needs to ensure you receive what is needed. They have shown themselves to be agile in an everything we have asked of them.

Pros: Through the QEval suite of software, the speech-to-text models used by Etech have yielded insights we can trust. The QEval engineering team has fielded several dozen inquiries pre and post deployment enabling our data and call center teams to make tactical and operations decisions over the last two years.

Cons: I don't quite understand why your transcription is not closer to 100%. Why does it hover at 75%? In comparison, the transcription model Microsoft is using in the Office suite (e.g. Teams) is close to 100%. I still believe there are limitations in your scorecard that I would love to discuss in near future.

Overall: Etech/QEval has found a balanced solution for novice companies in the call center space to figuratively get their feet wet with CSAT/speech-to-text models and make informed business decisions.