Who Uses This Software?

Whether your customer service organisation has 10 or 10,000 agents, EvaluAgent offers a complete and scalable solution that will empower you to evaluate, coach and engage your front-line agents.


Average Ratings

9 Reviews

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    $3.00/month/user
  • Pricing Details
    Pay only for what you need with software that scales with your business.
  • Free Version
    Yes
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • EvaluAgent
  • www.evaluagent.net/
  • Founded 2012
  • United Kingdom

About EvaluAgent

EvaluAgent's Quality Assurance software includes all the features you need to deliver performance improvement and demonstrate compliance. Backed by an experience customer success team, EvaluAgent helps you evaluate, coach and engage front-line agents.


EvaluAgent Features

  • Blended Call Center
  • Call Logging
  • Call recording
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • Interactive Voice Response
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics
  • Budgeting & Forecasting
  • Contractor Management
  • Employee Lifecycle Management
  • Labor Projection
  • Performance Appraisal
  • Recruiting Management
  • Scheduling
  • Skills Tracking
  • Time & Attendance
  • Variable Workforce

EvaluAgent Reviews Recently Reviewed!


Quality Assurance and Compliance Manager

Jan 16, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Highlighting live risks to help mitigate further risks.

Continued support from Reg ( Legend)

Cons: The new version meets all of our requirements, external auditors stated Evaluagent's platform helped us achieve a robust internal defence.

Overall: Evaluagent are willing to go above and beyond for their clients. Any support required they are willing to roll their sleeves up and get stuck in to help you achieve your output.

A great addition to our Quality Assurance program

Mar 22, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: - it's visual: you can see at a glance what are your teams'/team members' strengths and were you need to focus the coaching

- it takes the time consuming reporting part away, so you can actually focus more time on the coaching

- it's interactive, and intuitive to use

- features and changes requests are taken into consideration and implemented

- their support team is amazing!

Cons: Because I really have to pick one... I'd say the initial set up is not as straight forward as the day to day use (if you get the initial structure wrong you can easily get stuck)

Overall: We wanted to push our QA processes and overall quality of service to the next level. However the perspective of multiplying quality forms, evaluations and keeping track of all the reporting through multiple excel files, multiple locations, multiple languages was quite discouraging.

On the contrary, working with Evaluagent opened more doors and allows us to tailor our QA program exactly as we wanted it. We've seen team members are more engaged, as they receive feedback in real time and can see their progress and results in a very visual way.

Team Leaders are also seeing more easily potential for improvement and were excited to move away from the old fashion way of doing evaluations.

It's still early stages, but we believe Evaluagent will be instrumental in helping us reach our quality progression goals.

Evaluagent Benefits

Mar 18, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It's easy to use and the results are clearly displayed

Cons: The overall stats for all staff were not in a clear dashboard view and it was also not possible to view calls evaluated within the month. Both of these have been addressed by Evaluagent

Overall: Evaluagent has provided us with a clear dashboard for our call quality information which is visible to all. This is driving the right advisor behaviours. An added benefit is that because the stats are so visible, it's provided Team Leaders with the added incentive of ensuring that they complete their evaluations on time.

Does exactly what it says on the tin!!

Mar 19, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It's ease of use in terms of set up for evalutors and agents alike. Nothing as too complex and it was really intuitive to use.

Cons: Some functionality not quite available yet in terms of new version but based on what I have seen and what I know will be delivered that does not conern me

Overall: In order to kick start a Quality aproach to calls and customers I initiated the conversation with Evaluagent and it was to do exactly wha they promote their product for....to do away with spreadsheets and word documents and to move to an easy to use product that will empower staff to be responsible for their own quality performance. As we are only using the version at the minute we have ot realised all of the benefts but the improvements I have see I know it is only a matter of time before we do.

Geat service and support

Mar 18, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Evaluagent has made our managers lives so much easier and we are finding that they are now completing more call quality per month as the system is so easy to use. The Advisors can see their scores and areas for improvements really clearly. The support received from the Tech team has been second to none and we always have received guidance when required

Cons: When we forst used the system it was difficult to run reports that showed the scorings by section, after providing feedback this has now been improved.

Overall: Great!

Excellent coaching and development tool

Mar 16, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use

Can tailor to our needs easily

Agent Dashboard

Cons: No real dislikes really, maybe more enhanced reporting, (i'm not sure if this is a limitation of the free trial).

Overall: Friendly company who have provided excellent support. The software has added real value to our performance development and significantly improved agent engagement. We are already seeing results!

Evaluagent Software

Apr 15, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The ease with which I could create my own scorecards and how flexible they were. Reporting is good as well, and easy to present and gives good oversight

Cons: Could be just me not knowing better, but I would have liked a more flexible grading approach than a RAG or 4 step grading system.

Excellent Quality Management System - Perfect for SMB's looking for centralised system

Oct 23, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The software is very intuitive and allows even those with no technical ability quickly create scorecards, campaigns and manage users- Also there is alot of functionality that is available on their free plan with some more advanced reporting etc available for a relatively small monthly fee

Cons: I think the scorecard builder could be a little more engaging- would prefer a drag and drog format rather than the current system.

Evaluagenet = No more spreadhseets

Mar 15, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ability to advise our agents on evaluation scores in real time

The Scorecards adaptability to tailor for our business needs

Ease of use and video help guides

A more professional approach to our quality evaluations

Cons: Cannot delete published scorecards

Reporting - I would like a gauge which shows me individual scores the avg of all score, the teams score avg and the entire score avg

Overall: The move away from fiddley, ugly spreadsheets is a plus.

The tool is embedded in our culture where multiple departments now use the tool.

Real-time feedback to out agents is vital, any problem can now be remedied in real time.