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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.
TriVium Systems, Inc. is a leading provider of business productivity solutions for the telecommunications marketplace. TriVium Systems call recording and call reporting solutions help organizations maximize the value of voice and data convergence. These solutions provide access and insight into business data that help manage costs, boost productivity, improve customer service and enhance security in innovative ways.
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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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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
