📊 Conversation Evaluations with E-Coach
Professional quality assurance through structured evaluation forms
E-Coach enables professional conversation evaluations through individually configurable evaluation forms. These help you systematically record and continuously improve service quality.
An evaluation form can contain up to three hierarchy levels with any number of elements and questions—optimally adapted to your specific quality requirements.
🎯 Goals of Conversation Evaluation
Quality Assurance in Customer Service
Monitoring ensures that customers receive professional, friendly, and solution-oriented support. It checks important requirements such as:
• Accuracy of information provided
• Completeness of documentation
• Compliance with data protection regulations
• Professional communication style
• Compliance with internal processes
🚀 Identification of Coaching Potentials
A central purpose of monitoring is the systematic recognition of development opportunities. Through structured evaluation, you can determine:
✓ In which areas employees are already doing excellent work
✓ Where targeted support achieves the greatest impact
✓ Which focus areas are relevant for coaching
💡 Typical Coaching Areas
→ Communication: Conversational skills, empathy, active listening
→ Subject Knowledge: Product knowledge, legal principles, updates
→ Handling Objections: Solution orientation, de-escalation
→ Process Compliance: Documentation, system usage, workflows
✅ Added Value for Your Team
Monitoring is not just a control instrument, but an essential component of quality assurance and employee development. It enables:
• Continuous improvement of service quality
• Reliable fulfillment of requirements
• Individual employee development
• Data-driven development decisions
📋 Structure of the Evaluation Form
The evaluation form offers maximum flexibility in structuring your quality criteria. Questions can be placed on each of the three hierarchy levels:
Level 1: Section
Higher-level topic areas (e.g., "Greeting", "Needs Analysis", "Conclusion")
Level 2: Category
Specific aspects within the sections
Level 3: Subcategory
Detailed subdivision of categories
💡 Flexibility: Questions can be placed individually on all three levels—from general evaluations at the section level to very specific criteria at the subcategory level.