Call Center Scoring Gives Companies Competitive Edge In A Sluggish Economy

Excellent customer service accompanied by efficient technical support will surely help in bettering the business. Moreover, once all the employees know the quality of call recording, the sales and services provided by the organization will escalate.

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An increasing number of companies listen to recorded calls to ensure that their agents are following certain processes. Call Scoring helps managers handle this process within their call recording software by allowing them to create evaluative and scoring templates. A template consists of various questions that a supervisor can answer while listening to a call. Answers can be either ‘Yes’/‘No’ or can be on a point scale while each question can be given a certain weightage. A number of different templates can be created and applied if the call center supplies services for multiple companies.

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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.

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