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Evaluate & Report

 
 
    

The evaluation form is the most visible component of the program and is necessary for all QM programs, whether an organization is doing QM manually or using an automated system.

CQ Evaluation Form Designer

As a measure of contact center service level, Crystal Quality® empowers you smart evaluation by providing CQ Evaluation Form Designer. It’s so easy to use, even enables non-technical supervisor or evaluator can easily create dynamic evaluation forms to meet the needs of each particular contact center. 

  • Fully customizable according to business targets
  • A free form designer along with several Evaluation Form Templates to help you increase the speed to draft your own forms and save the cost
  • Quickly and objectively assess the quality and performance of local and remote agents by using a flexible Web-based portal
Components of Forms 
CQ Evaluation Forms contain the following information:

  1. Call details, Call type, Agent who was evaluated and Evaluator
  2. Date of transaction, date of evaluation, Customer profile
  3. Samples for evaluation, like verification, product/plan knowledge, procedure knowledge, system knowledge, communication skills, resolution skills etc.
  4. Q&A scheme
  5. Scoring 
    Point values for each question and section of the evaluation form; includes point values, points available, and points earned. According to the importance of each section related to the business and the customer, different point values can be assigned.
  6. Recommendations
    Free‐form text box to allow reviewers to make a written advice for follow‐up items for agents to complete, including taking a specific e-learning course, review a good sample etc.
  7. Coaching Comments