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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.

TiVium Systems, a leader in call recording and call reporting software, offers Call Scoring, an add-on feature to its flagship SonicView™ call recording software.  This module allows its clients to take their call center quality to the next level. It can automate their scoring and evaluation processes and allow them to focus their training on exactly what each agent needs. By continually training on each agent’s weakest areas, customers will consistently be raising the overall quality bar of their call center.  

Almost every phone has the features of call recording, call conferencing and call waiting. Amongst them, call recording is a beneficial feature. Moreover, call recording can also be used in all the sections of an organization for prompt monitoring and educating every single customer related functions to solve their respective problems. The other important aspect of a high-tech phone having detailed telephonic conversation is that, the user can make the calls and record them accordingly.

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With the emergence of mall and multiplex culture in Gurgaon, the whole way of shopping for enthusiast shoppers has undergone a complete makeover.
Forging its pre-independence image of sleepy suburb, Gurgaon today is highly upgraded with the upscale shopping malls which are equivalent both in design and services like any other overseas mall. There are nearly two dozen operational shopping malls, multiplex in Gurgaon and more 140 new shopping malls are in the pipeline.

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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.

Gurgaon shopping malls are in no way lagging behind the grandeur of any world class shopping malls. Now Gurgaon malls have become one stop location for most shoppers who prefer to buy products specifically based on a particular theme under one roof to save on time.
To grab the attention of such smart shoppers, many intelligent real estate developers of Gurgaon shopping malls now are focusing on specific demands like high-end products related to marriage, jewelry to boost up their sales. Moreover, it is also likely that the whole retail buzz will face a complete alteration if shopping malls in Gurgaon continue to flourish at this steady pace.

•    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