Engage Score
Engage Score from TelStrat provides everything necessary to effectively measure and analyze agent performance over time. Simple administrative controls allow the department supervisor to customize and delegate the evaluation process to suit their preferences and environment, including specifying who can create a scoring form, who can score calls, and who can generate reports. Reports can be customized to present detailed or aggregated data spanning any time frame, and can be exported to other applications for sharing with others.
Customize agent evaluation
Create multiple scoring templates for varying agent groups and skill sets evaluation. Previously-saved questions can be inserted by copy-and-paste or drag-and-drop.
Assign weights to questions
Vary weights assigned to scoring questions or simply allow them to be distributed equally across all questions.
Generate reports dynamically
Filter agent performance scores into virtually any level of granularity and export results into applications such as Microsoft PowerPoint®, Word®, Outlook®, and text formats.
Engage staff in the scoring process
Delegate scoring to lower level supervisors and empower scorers to view their own reports as well.
Benefits
- Measure and analyze agent performance over time effectively
- Achieve and maintain world-class customer service
- Notify agents of their performance and train for quality improvement practices
- Report accurate quality management to administration