It is a very powerful and configurable tool, it allows you to quickly obtain KPI's of the quality standard offered to customers, it has the advantage of configuring reports with the level of detail you want at any time. The alert system is very useful since you can immediately control critical training areas. Finally, we highlight the multichannel that allows us to see in a 360º way the customer service provided, which is very valuable when implementing improvement actions quickly and effectively.
Antonio Lafuente Martin - ING
It is a mature tool, simple and in continuous development, which has allowed us for a long time to know the most important KPIs of our activity, and to know how our patients value the service we provide them. In addition, if you need some customized partial development, the development team makes it easy for you and they adapt the tool to your specific needs.
Oscar Luis Marruenda Justicia - Clinica Baviera
eAlicia have made easier the phone evaluation of quality our agents make significantly. Our different platforms review the same items and help us to keep the evaluations made the most objective possible. We can extract information quickly, getting in this way better individual results, by teams, useful information to work with feedbacks with the agents and the achievement of goals.
eAlicia also aloud us to the retro evaluate the knowledge available of the product or service, the agent is giving. This information shows us the existing difficulties in the operational, so this way we can focus in the training for those agents, and in the areas where they need to emphasize.
Meritxell Martinez - RACC
eAlicia is a very agile and useful tool, which dispose of a huge variety of reports that allowed to perform efficient analysis. And the best of all… It’s excellent technical support!
Adevinta Customer Care department
eAlicia allowed us to have and keep totally customize questionnaires in an autonomously way for the evaluation of our different services and visualize quickly the improvement areas and strength of each negotiation.
Rocio Piñero - Carglass, CCO of the CCC support team
eAlicia has allowed us to better track our customer base and helped us better focus on our preferences. It is a very simple tool to use when auditing and generating reports on them. They adapt and propose practical solutions to the needs of our business.
Sonia Puertas - Luckia
eAlicia has helped us remarkably when doing internal audits of our managers. The configuration of the meters is simple, we have a wide variety of reports to exploit, also highlighting that we have configured customized reports according to our needs. All this facilitates feedback with the managers who have increased their quality level by a high percentage, which is evident in the responses of our clients in the surveys, from which we can also obtain a variety of reports. As for support, it is exceptional, with 100% availability to answer your questions and an immediate response to any request. We still have a lot to exploit from eAlicia and, no doubt, we will continue to do so.