Evolve IP’s Quality Management (QM) feature uses custom scorecards, linked to call recordings, to formally track and measure the caller and agent experience of every interaction.
This enables enterprises to dramatically improve agent performance and increase caller satisfaction through a program of consistently assessing calls.
The QM feature provides a more rigorous methodology for formally scoring agents on their interactions. While listening to a call, Supervisors can select the appropriate evaluation form and “score” that call based on the traits that are important to your organization. Scorecards allow you to generate quantitative scoring to help drive agent performance improvements.