Call Center Performance

30% Lower CPC

40% Less Churn

30% Reduced AHT

Measure Call Center Performance

Being a call center agent is often a difficult job. Agents have to address technical problems, follow scripts, handle angry customers and work in a fast-paced environment. When you also consider all this, it’s no wonder why some contact center agents get a little stressed out on occasion. One way you can reassure your agents and measure call center performance is to use CallFinder's automated call monitoring software to track contact center performance.

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Video Testimonials

"CallFinder will be the foundational piece of our quality assurance program. It's what we are going to build everything else around."

Nicole Crawford

Quality Assurance Specialist, Centris Credit Union

“CallFinder has absolutely helped us increase efficiency in our admissions department. It's also made it much easier on management”

Jennifer Small

Lead Admission Specialist, Aware Recovery Care

"Our member experience score has gone from 4.3 to a 4.7 in a few months, because we’ve been able to focus on soft skills with CallFinder."

Cheryl Beams

Service Center Manager, Verve

Call Center Monitoring: Improving the KPIs That Matter

productivity tools needed to measure & improve contact center performance

CSAT Scores

Improve your CSAT scores with automated tools to ensure that your contact center agents give customers the satisfaction they deserve.

Average Handle Time

Reduce the average handle time on every call using CallFinder's automated tools and built-in client support.

First Call Resolution

Resolve customer questions and issues on the first call and improve first call resolution rates by improving scripts and agent training.

Abandon Rates

With CallFinder's easy-to-use, automated software, you can track and improve abandon rates using sentiment analysis & agent insights.

Average Wait Time

With 100% visibility into your calls, you can see why customers are on longer holds to reduce average wait times in your contact center.

Cost Per Call

Contact center efficiency is all about reducing cost. CallFinder gives you the tools needed to reduce your cost per call & improve efficiency.

Contact Center Agent Training

While KPIs are normally an accurate reflection of overall job performance, you can use CallFinder to improve contact center agent performance in specific ways. Start with CallFinder's automated transcriptions to search, view, and listen to any of your recorded calls to help you identify key business trends and areas where your agents can make improvements. Identify patterns or trends that are negatively influencing efficiency and productivity. Or use agent scorecards to compare agents and motivate agents who fall behind. Based on your findings, you can then work with your assigned Analyst to make changes that will help your agents have greater success in the contact center.

CallFinder's Automated Contact Center Performance Features

CallFinder makes it easy to improve contact center performance with automated tools and features designed for monitoring and training call center agents.

Automated Scorecards

Quickly assess your agents with consistent, unbiased scoring.

Agent Scorecards

Silence & Overtalk

Get an accurate picture of your agents' soft skills during customer interactions.

Overtalk Detection

Customer Sentiment

Get a visual representation of how your customers feel at every phase of the call.

Sentiment Analysis

MSaaS Client Support

Work with an Analyst to ensure accurate results and your ROI, for the life of your contract.

Managed Support

Monitor & Improve Call Center Performance

One of the smartest things you can do to improve and track call center performance is to make sure you have the right call quality assurance software. If you want to see how CallFinder's AI-fueled technology can improve contact center team performance on an individual and group bases, schedule a demo of our automated call center monitoring solution today!