Customers
Interview with RACC
How does eAlicia help you?
eAlicia helps us monitor the teams of the Platforms we support. Through eAlicia, we can evaluate internal quality and gain a comprehensive, individualized view of the people who make up the teams, seeing if their work is progressing favorably or if there are areas that need improvement. It also helps us provide feedback on training completed, allowing us to identify difficulties in practical situations that arise on a daily basis.
Therefore, eAlicia is a tool that helps us grow as operators. We can identify strengths and areas for improvement, as well as the actions to be taken for continuous improvement. In addition, eAlicia has a technical support team that always helps us by providing a quick response.
What do you use eAlicia for?
We use eAlicia to evaluate calls handled by teams through the calls channel. Through the surveys channel, we’ve created Learning Tests that are used to resolve operational situations, such as those encountered by managers when answering inquiries and providing services, and thus identify any difficulties they may encounter.
Why do you use eAlicia?
We use eAlicia because it’s a tool that helps us objectively assess internal quality and obtain results quickly and efficiently. It facilitates data collection and reporting, and also helps us quickly share the results obtained.
What aspects have you improved by using eAlicia?
eAlicia has helped us ensure that the different platforms, both Operations and the Sales Area, have the same criteria for evaluation by their TLs. In this way, we have achieved homogeneity in Telephone Support for all areas.
Would you recommend eAlicia?
Yes, of course we would recommend it. It has helped us standardize team tracking.
Interview with Luckia
How does eAlicia help you?
Since we’ve been using eAlicia, it has primarily helped us track the progress of each of our agents in terms of the quality of their contacts. Thanks to the reports the program provides, we can clearly show agents which areas are being improved and which areas need improvement month by month.
What do you use eAlicia for?
We primarily use it for quality audits for our Customer Service and Issuing departments. However, our CRM team occasionally uses it to conduct customer surveys.
Why do you use eAlicia?
We have been using eAlicia for several years because it is a very practical program for evaluating the quality of our agents and, above all, because of the detailed reports it offers on the evolution of the department’s quality.
What aspects have you improved by using eAlicia?
With eAlicia, we’ve primarily improved the clarity of our data, particularly the data we collect for the Customer Service department. The program offers many interesting options that have been applied to various departments at Luckia, options that have internally improved the way we work in the departments that use eAlicia. But it’s also helped us improve something as important as user experience, thanks to the surveys we’ve conducted.
Would you recommend eAlicia?
Without a doubt, since it is a very useful program for daily work and the company that manages it is very accessible when it comes to resolving any questions.