Customers
Interview with RACC
How does eAlicia help you?
eAlicia helps us monitor the teams on the platforms we support. Through eAlicia, we can evaluate internal quality and gain a comprehensive yet personalized view of the individuals on the teams, determining whether their work is progressing well or if there are areas for improvement. It also helps us assess the results of training sessions, allowing us to identify challenges in the practical situations that arise in day-to-day work.
Therefore, eAlicia is a tool that helps us support the growth of our operators; it allows us to identify their strengths and areas for improvement, as well as the steps to take to ensure their continuous improvement. In addition, eAlicia has a technical support team that is always there to help us with quick responses.
What do you use eAlicia for?
We use eAlicia to evaluate calls handled by our teams through the call channel. Via the surveys channel, we have created Learning Tests designed to address operational situations such as those encountered by agents when handling inquiries and providing services, thereby helping us identify any difficulties they may face.
Why do you use eAlicia?
We use eAlicia because it is a tool that helps us objectively assess internal quality and obtain results quickly and effectively. It makes it easier for us to collect data and generate reports, and it also helps us share the results efficiently.
What aspects have you improved by using eAlicia?
eAlicia has helped us ensure that the various platforms—both in Operations and in Sales—use the same evaluation criteria for their team leaders. As a result, we have achieved consistency in customer service across all areas.
Would you recommend eAlicia?
Yes, of course we would recommend it. It has helped us standardize our monitoring of the teams.
Interview with Luckia
How does eAlicia help you?
Since we started using eAlicia, it has primarily helped us keep detailed track of how each of our agents is performing in terms of the quality of their interactions. Thanks to the reports provided by the program, we can clearly show agents where they’re improving and which areas need improvement each month.
What do you use eAlicia for?
We mainly use it for quality audits of the Customer Service and Broadcasting departments. However, our CRM team occasionally uses it to conduct surveys of our customers.
Why do you use eAlicia?
We have been using eAlicia for several years because it is a very practical program for evaluating agent performance and, above all, because of the highly detailed reports it provides on the department’s quality performance over time.
What aspects have you improved by using eAlicia?
With eAlicia, we’ve mainly improved the clarity of our data, particularly the data we collect for the Customer Service department. The program offers many interesting features that have been implemented across various departments at Luckia—features that have improved internal workflows in the departments where we use eAlicia. It has also helped us improve something as important as the user experience, thanks to the surveys we’ve conducted.
Would you recommend eAlicia?
Without a doubt, since it’s a very useful program for day-to-day work, and the company that manages it is very responsive when it comes to answering any questions.
