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Step 5: Create a Call Evaluation Form, and Agent Scorecard
The primary output of quality monitoring is the agent evaluation. The intent is to gather the information required to evaluate agent performance on soft skills. The monthly quality audit examines skills and qualities like listening, voice clarity, accuracy, empathy, courtesy, call control, product knowledge, and adherence to procedures.
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Integration Costs
Recording systems must integrate with the ACD and other applications. The vendor should be a certified developer for the ACD manufacturer. In that case they will already have pre-configured and vendor-certified integration hooks with your ACD, and thus avoid excessive integration costs and system delays.
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Ease of use
Call Recording solution should be easy to administer and easy to use. Users should have the ability to build their own evaluation forms around embedded templates when they think it is advisable. Recordings should be as easy to select from the workstation views. You should be able to forward compressed voice files easily.
Guide to Creating a Quality Monitoring Process
The primary objective of quality monitoring is to improve the performance of the call center. It is not intended to provide an accurate indication of individual agent performance.
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