Call Center Scoring Gives Companies Competitive Edge In A Sluggish Economy
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.
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 Companys productivity, customer service quality and its ability to compete in a recessionary, sluggish economy where budgets are tight and resources are lean.
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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 agents weakest areas, customers will consistently be raising the overall quality bar of their call center.
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