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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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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.
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
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