In some fields it is easy to measure the performance of an employee. An athlete is easily measured on his or her performance by statistics. Actors and actresses can be measured on their performance by the reviews of the audiences who go to see them. However, those who work in call centers may not be as easy to evaluate, at least not on the face of things. So, how can agent performance be measured in the call center?
Listening to the phone calls that come into a call center makes a lot of sense. Knowing the information that is being exchanged over these phone calls provides insight into how well individual employees are doing on the job…. Read more
It is not possible to run a business that is successful as it could be without collecting data of some kind or another. All businesses need this because they need to know how they are doing and to measure that performance against their expectations. When the data is collected and reviewed, it becomes business intelligence.
Why Track Calls?
Unlike what it may sound like on the surface, this is not some ploy to play big brother with your employees. You are not attempting to gather information on them to use it against them or anything of that nature. Rather, you are simply using call tracking as a means of figuring out if they are doing what they should be doing. When customers call in, they should be receiving friendly and helpful service. The only way to determine if this is happening is through call tracking. Call tracking and call recording with a speech analytics solution will help you monitor the conversations taking place between your agents and your customers; track and measure agent performance and the customer experience…. Read more