Optional Agent Evaluation Suite
Achieve and maintain world class customer service with the comprehensive, yet easy-to use Agent Evaluation application option.
Measurement of agent performance is an absolute necessity for any company that seeks to efficiently optimize the quality of customer service. The performance of customer service agents, support staff, sales personnel, and other employees can be comprehensively measured and tracked over time with this easy-to use Agent Evaluation application option.
Simple administrative controls allow the department manager 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.
- Intuitive user interface makes customized agent evaluation simple to set-up, administer, and use
- Multiple scoring forms can be created for varying evaluation criteria across different agent groups and skill sets
- Flexible reporting options enable analysis of performance data on any level of granularity, ranging from a single agent to the entire call center and reporting by day, week, month, quarter, or year
- Scoring capability can be delegated to lower level managers, and the tendencies of the scorers themselves can be reported upon as well
- Online help tools are searchable and indexed
- Scoring package can be combined with the CallParrot Screen Capture Suite for a complete evaluation of all agent activities, or used separately
The optional Agent Evaluation application provides everything necessary to effectively measure and analyze agent performance over time.
TelStrat CallParrot Agent Evaluation DatasheetDATASHEET DOWNLOAD
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