Call Center Analytics Is Stuck in the Past Here’s How Evalia Is Changing Everything

Many call centers still work the same way they did years ago. Managers listen to a few calls manually, insights come slowly, information can be wrong, and customer experience is often left to chance.

This costs a lot:

• 60% of call centers don’t have proper analytics tools

• $800 million lost every year due to poor call handling

• 70% of customers won’t return after one bad experience

• Getting a new customer is three times more expensive than keeping an existing one
  

The world has moved forward, but call center analytics is still behind.

Problems Most Call Centers Face

1. Only a Few Calls Are Checked

Supervisors can only listen to 2–5% of calls. This means most customer feedback and problems go unnoticed.

2. Manual Checking Takes Too Long

By the time someone listens to a call, the problem may have already grown.

3. Most Customer Conversations Are Invisible

Hidden frustration, mistakes, or missing information are never discovered.

4. Agents Give Different Answers

Without real-time help, agents rely on memory. This can cause wrong or inconsistent answers and frustrate customers.

5. Insights Come Too Late

By the time patterns are noticed, customers may have left, complaints increase, and problems get bigger.

Why Poor Call Analytics Costs You

• Wrong Information: Agents might give outdated or incorrect answers.

• Hidden Customer Frustration: Customers rarely complain; they just leave quietly.

• Inconsistent Answers: Different agents may give different solutions, hurting trust.

• Missed Opportunities: You don’t see where training, policy changes, or process improvements are needed.

Every Call Holds Answers Evalia Helps You See Them

Every conversation has information about customer satisfaction, agent performance, and compliance. Evalia makes sure you don’t miss it.

How Evalia Works

Evalia is an AI platform that makes your call center smarter:

1. Set Up Your Company: Add your rules, evaluation standards, and knowledge base quickly.

2. AI Analysis: Evalia listens to all calls automatically and checks sentiment, compliance, topics, and more.

3. Get Results Fast: Receive transcripts, performance data, and insights instantly.
   

Why Evalia Is Different

• Knowledge Base Check: Make sure agents give correct information in real time.

• Script Adherence: Ensure agents follow your instructions every time.

• Custom Rules: Apply your industry rules automatically.

Insights That Matter

• Key Topic Detection: See what topics come up in calls.

• Frequently Used Words: Spot patterns in customer problems or agent answers.

• Custom Alerts: Get instant notifications for important keywords.

• AI Call Summaries: Save time with short, accurate summaries of each call.

Complete Analysis of Every Call

• Full Transcription – convert speech to text accurately

• Multilingual Support – English, Arabic, and more

• Speaker Separation – know who is speaking

• Performance Metrics – track talk time, pauses, and call length

• Sentiment Analysis – understand customer feelings

• Pause Detection – see interruptions or delays

• Voice Tone Analysis – know mood and tone of voice
  

What Evalia Helps You Do

1. Improve Agent Performance

• See where training is needed

• Recognize top performers

• Give coaching using real examples

• Track improvement over time

2. Improve Customer Experience

• Spot problems before they get worse

• Track customer mood trends

• Reduce response times

• Solve issues faster on the first call

3. Make Sure You Follow Rules

• Automatic checks for policies and procedures

• Keep reliable records for audits

• Ensure information is correct

• Find and fix compliance gaps quickly

4. Save Time and Work Smarter

• Reduce manual quality checks with AI

• Analyze all calls, not just a few

• Scale monitoring as your team grows

• Get insights instantly without delays

The Future of Call Center Analytics

Old manual processes are too slow and miss too much. Evalia gives you a modern, AI-powered solution that finds important insights in every call. Improve agent performance, make customers happy, follow rules, and run a smarter call center.