Businesses rely on happy, motivated engaged staff to make their organisations work. Without a competent and engaged workforce the business will underachieve, or even fail. Your customer will only ever be as happy as the employee that they engage with.
Employee engagement will often be something that companies talk publicly about, and data is freely available in the form of job postings and Glassdoor reviews.
Hiring is also an extremely expensive process, with the cost to rehire following employee attrition, even higher. Businesses need to do everything they can to ensure that they hire the best people that they can and that those people perform to a high standard and stay in the company.
QA plays an essential role in all of the above. One of the main reasons for employee disengagement is a feeling that their employer does not invest time in their training and improvement. Another is a feeling of underperformance. Evaluagent’s QA process means that an organisation can fairly and methodically identify the agents that need help and give them the assistance that they need. If specific areas of improvement are identified, it gives the employer the chance to provide training and coaching to help the rep get better. If this training also leads to performance improvement, then it is likely that the rep will stay motivated, stay in the company and ultimately, make their customers happier.
QA allows training to be specific to the individual, based on data, rather than generic and risk missing the mark. This is also a compelling reason for people to join an organisation. Specific, data driven feedback and coaching that will help them advance their career."
Company Objectives