Quality Evaluation Module

The Quality Evaluation Module is the product that lets you evaluate agents' calls, chats, e-mails and other customer interactions against defined quality standards. It allows you to measure service quality objectively and to identify areas for improvement.

What You Can Do

• You can evaluate calls, chats, e-mails and other customer interactions.
• You can create customizable evaluation forms.
• By defining your own scoring criteria, you can measure service quality objectively.

Reporting and Analysis

• You can identify areas for improvement with detailed reports and performance analyses.
• You can support your training processes with evaluation results.
• You can make your actions aimed at increasing customer satisfaction measurable.

When It Is Used

• When you want to measure agent performance through a standard form rather than by listening to calls one by one.
• When you want comparable quality scores across teams.
• When you want to identify agents who need training based on data.

Getting the Product

• You can reach the product catalog by following the Marketplace step in the left menu.
• Select the Quality Evaluation Module product to open the product detail page.
• Click the Add to Cart button to add the product to your cart and complete the payment steps.

Tip: For calls to be evaluated afterwards, your call recordings must be stored; for this you can review the Call Recording product.