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Measuring Agent Performance With Call Analysis

March 05, 2014 by Morgan Pulitzer

Your agents or employees are people who work for you and for the betterment of your company. It is up to them to make sure that all customers they come in contact with are treated well. This is why agent performance is important to measure frequently in order to insure you are getting only the best from those you put your trust in.

Finding The Failures

The people who are dragging down the rest of your agents are not ones you want to keep around. Analyzing call recordings of agent conversations with customers can identify these low performing agents, among other benefits of using audio mining technology to automatically categorize and analyze calls.

Better Sales Training

When you identify the bad sales reps and the methods that they use, you can create new methods of training existing and future employees. That is to say that you can literally give them better advice on how to handle situations based on things that have come up in the past. This also means that more affordable sales training is available.

Reward Good Performers

As much as you are looking to weed out those who are not pulling their weight for the company, you are also going to want to identify those who are consistently taking care of their customers. They should be rewarded for doing their job well and held up as examples to others about what should be done. Incentives for good performance can be a good selling point to the employees for your call monitoring program.

Contact us if you need more reasons to look at call monitoring, or to schedule a demo of CallFinder’s cloud-based speech analytics solution.