Easily score your customer interactions based on predefined criteria
Our Evaluation module works within Virtual Observer (VO) 3.0 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!