Call Center Scoring Gives Companies Competitive Edge In A Sluggish Economy

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•    Use to coach, train and evaluate agent performance •    Can be used by different functional managers, such as quality assurance managers, sales managers, support managers, compliance managers, etc. •    Create different types of questions that pertain to each function so that respective managers can evaluate agents based on certain criteria •    Apply a specific weightage for each question within a call scoring section •    Evaluate across multiple agents as well evaluate the same agent over a period of time •    Re-evaluate how an agent has improved after training •    Identify future training needs Step 2 : Get the Agents’ Support When installing call recording system for the first time, you should anticipate resistance from agents.

You should prepare your agents by stressing the benefits to them. Call Scoring allows supervisors to search within the rated calls and also do comparison across multiple agents and their performances. It also helps evaluate the progress of a new agent and the results of training programs conducted. Overall, this becomes a great tool not only to improve the overall quality and business performance, but to comply with new processes and compliances businesses are mandating. "Manual." Contrary to what you might expect, packaging material in an old-fashioned three-ring binder or a copy- shop coil binding, sent through the mail can also increase the perceived value of information, compared with "e-books.

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