What is call scoring? Isn’t it enough to record calls and review them with the agent? Recording calls is important, but it’s only the first step. Additional benefits can be derived from efforts to analyze recorded calls for information that can benefit customers, agents and company sales and marketing plans. Call scoring provides a systematic means to conduct these reviews.

Scoring furnishes a means to identify the weakest areas of agent performance and, combined with a review of call recordings, paints a more precise picture of where agents need to improve, and the steps necessary to get there. The following blogs and articles offer more information on call scoring.

This is a call grading template for inbound customer support. Quality control for call center agents can be a competitive advantage for a business. In your call center one can use this free call monitoring form to monitor and to perform evaluation of your staff. Idm With Patch Rar.

Still have questions?. Or, contact us. Routing calls to the agent best suited to handling them is a proven strategy for boosting service levels and customer satisfaction. But how do you determine which agent is the right one? Most contact centers employ a content-based approach.