Call Center Scoring Gives Companies Competitive Edge in a Sluggish Economy

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    <div id=”ylom” style=”display:none;”></div>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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    <span style=”word-wrap: normal;font-size: x-large;”>Most major businesses use call centers to communicate and interact with their customers on a daily basis. Some companies also use call centers to perform internal functions, such as help desks, retail, financial support and sales support. Information gathered from customer service agents and their interaction with clients can have a huge impact on a Company’s productivity, customer service quality and its ability to compete in a recessionary, sluggish economy where budgets are tight and resources are lean.</span>

    <span style=”word-wrap: break-word;”>•    Use to coach, train and evaluate agent performance</span>
    <span style=”word-wrap: normal;”>•    Can be used by different functional managers, such as quality assurance managers, sales managers, support managers, compliance managers, etc. </span>
    <span style=”word-break:normal;”>•    Create different types of questions that pertain to each function so that respective managers can evaluate agents based on certain criteria</span>
    <span style=”word-wrap: break-word;font-size: 1.2em;”>•    Apply a specific weightage for each question within a call scoring section</span>
    •    Evaluate across multiple agents as well evaluate the same agent over a period of time
    •    Re-evaluate how an agent has improved after training
    <span style=”font-size: 120%;”>•    Identify future training needs</span>

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    TriVium Systems’ voice recording, quality monitoring, call accounting and call reporting solutions are used by small, medium and large enterprises across the North American marketplace. Its customers span various industries including, but not limited to:  call centers, collection agencies and law firms, financial institutions, insurance, healthcare, educational institutions, government, assisted living and retirement homes, hospitality, real estate and much more. Most solutions are phone system agnostic – they work with IP, digital and hybrid phone system – and can be deployed on single or large multi-location environments.

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