Integrated Evaluation
Easily score your customer interactions based on predefined criteria Our Evaluation module works within Virtual Observer (VO) Professional, a simple, effective and affordable quality assurance solution for call centers. VO is fully customizable and designed to continuously improve the performance of your call center agents. VO is available in a wide array of configurations designed to work with call centers of all sizes. VO's Evaluation module allows for supervisors to playback and score all or select customer calls. With Virtual Observer's Analytics module, you can sort through all of the scoring data to generate valuable insight into performance trends, develop relevant training for specific agents, and much more.Features:
- Easy to use scoring interface
- Evaluate by agent, time, type of call, or all calls
- Scoring criteria is fully customizable
- Visual event player makes it easy to identify call gaps and heavy activity
- Score events during playback or standalone
- Create custom events for unlogged interactions
Big Time ROI...
VO's Evaluation module allows you to:
- Develop metrics to measure improvement
- Discover your team's weaknesses
- Adapt scoring as processes change
- Reduce training cycle time
- Improve upsells, saves, individual agent and overall call center performance
How It Works For You:
- Customize your evaluation criteria
- Select events to score
- Fill out evaluation form for each event
- Save and find the next event to score!
- Quality Monitoring Features
- Included: VO Live
- Included: Playback
- Included: Integrated Evaluation
- Included: Dashboard Analytics
- // Call Insight Speech Analytics
- // Agent Portal
- // Data Defender for PCI Compliance
- // Rules-Based Screen Capture
- // Auto-Archiving
- // CTI/SMDR Integration
- // Customer Surveys
- Customer Success Stories
- Professional Services
- Quality Monitoring Solutions By Industry
- Supported Phone Systems
- Call Recording Methods
"Our customer service skills have improved considerably and staff members are much happier in their jobs because everyone is accountable for excellent customer service. The Supervisors do a lot of coaching and process improvement with the staff now that they have such a great tool to use. The staff members really enjoy the feedback from the supervisors. One of our biggest customer service issues was that when a call was processed incorrectly we did not know where the point of failure occurred -- now when a call is processed incorrectly we can go back to the call and listen and see what happened. We can then update our database or make process improvements."
- Jane Adams
Sacred Heart Health Systems
Sacred Heart Health Systems

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