Call Center Evaluations

Call Scoring, Measurement, and Reporting Software

Employees are your most valuable, and often your most expensive, business asset. Equip your employees to deliver better customer experiences through quality monitoring, agent coaching and training programs. With Agent Evaluation software, you can provide agents the feedback and training that they need to exceed customer expectations.

Agent Evaluation enables you to quickly assess how well your employees are performing when conducting business over the telephone. Flexible scorecard templates allow you to align your quality monitoring efforts with your strategic business goals. You can target training efforts, improve performance, and motivate employees through:

• Objective evaluation of calls in Call Recording and desktop activities captured by ASLogger Computer Recording
• Customized performance score cards
• Analysis of employee service trends using pre-defined reports
• Evaluator calibration reports to ensure consistency across teams

Designed with ease-of-use and reliability in mind, the straightforward Web-based interface allows managers to quickly access call recordings, desktop recordings, and complete quality monitoring evaluations. Agent Evaluation enables managers to:

• Deliver objective employee performance evaluations
• Efficiently identify targeted training needs
• Track performance improvements over time
• Coach employees for improved success

Quality monitoring and performance management can provide insights into individual agent interactions as well as help managers discover deeper customer service and business trends.