The quality of service offered by your contact centre is crucial for customer satisfaction as well as profitability and prosperity of your business. VoIPTime Contact Center provides you with a useful tool for evaluating and comparing operator performance.
Create quality performance charts promptly
Create performance chart templates and insert relevant evaluation criteria quickly and easily. The evaluation criteria can be based on a variety of factors arising from the conversation (appropriate greeting, correct data submission and customer needs assessment, etc.). Some performance charts created for groups of operators will help to divide the work on the project having different standards.
Evaluate operator performance
Analyze operator performance over defined periods of time. Evaluate certain conversations based on the 100-point grading scale, introduce necessary changes, give prompts on the actions to be taken in a given situation. Find problems or use the most successfully handled requests as an example for other agents.
Fig. Quality performance charts.
Operators can review their own quality performance charts (marks and comments, remarks and feedback on a given conversation) and listen to the conversations attached to them which greatly simplifies learning process and facilitates operator performance improvement.