Call Center Scoring Gives Companies Competitive Edge In A Sluggish Economy

Now more than ever, companies use the valuable information they learn from their customers to enhance operations, route information to appropriate people and allocate resources effectively. Included in the functions of a highly effective call center is the ability for companies to put in place recording, reporting and monitoring tools to capture and score performances of their employees. Call scoring and evaluation has recently come to the forefront of call center activity because of the fact that it provides businesses the opportunity to go the ‘extra mile’ beyond just recording their calls. Having this competitive edge in place may make the difference between being a short-term player and a long-term success story.

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