eAlicia Call channel
The main objective of this channel is to manage and measure the objective quality of a certain service, either when making or receiving calls.
We assess verbal and non-verbal communication, orally. That is, we focus on measuring and collecting information on what is communicated orally between the company and the customer.
This is based on three main elements:
- Development of measures
- Evaluation of managers
The development of measures is a simple task with eAlicia because it facilitates the replica of formats and includes a wide variety of types of answers, according to the needs of each company.
Measures are a guide for the assessment that will be carried out on managers, to guarantee consistent criteria, and each item can be adjusted according to the relevance of each call.
Each assessment includes ‘Hard Skills’ parameters; product knowledge; commercial, negotiation and communication skills, and ‘Soft Skills’; greeting and saying goodbye, using silences, politeness, tone of voice, etc.
Once enough assessments have been carried out so as to get a significant sample that enables you to extrapolate the results, the tailor-made reports are generated automatically, selecting the required filters, depending on whether you need to present a report to the general management or whether you need to analyse calls that are below a certain SLA in order to improve their result.
In order to make your work easier, eAlicia links call recordings so you can assess them whenever it is suitable, as many times as you need, and they accessible at any time.
Call channel tester:
The call channel has been fully developed and works successfully in many important companies.
However, we are constantly innovating and we like to have an external opinion that helps us to improve the small details.
That is why we offer this collaboration option.
- Using the application in your usual manager assessment.
- Reporting any difficulties that you find when using it.
- Suggesting improvements on usability, look, graphs, according to your company’s needs.
- Having a tool with a 10% discount.
- Seeing some of the suggested improvements on the tool at no additional cost.
- Does not include additional developments in the basic eAlicia structure.
If you are interested please get in contact with us: email@example.com