CTM vs. QEval Comparison Chart

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