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Call Center Scoring Gives Companies Competitive Edge in a Sluggish Economy

Call center implement call recording, reporting and monitoring solutions to capture calls and score performances of their employees. Call Scoring helps managers to handle Call scoring and agent evaluation within their call recording software by allowing them to create evaluative and scoring templates.

Most major businesses use call centers to communicate and interact with their customers on a daily basis. Some companies also use call centers to perform internal functions, such as help desks, retail, financial support and sales support. Information gathered from customer service agents and their interaction with clients can have a huge impact on a Company’s productivity, customer service quality and its ability to compete in a recessionary, sluggish economy where budgets are tight and resources are lean.

Now more than ever, companies use the valuable information they learn from their customers to enhance operations, route information to appropriate people and allocate resources effectively. Included in the functions of a highly effective call center is the ability for companies to put in place recording, reporting and monitoring tools to capture and score performances of their employees. Call scoring and evaluation has recently come to the forefront of call center activity because of the fact that it provides businesses the opportunity to go the ‘extra mile’ beyond just recording their calls. Having this competitive edge in place may make the difference between being a short-term player and a long-term success story.

An increasing number of companies listen to recorded calls to ensure that their agents are following certain processes. Call Scoring helps managers handle this process within their call recording software by allowing them to create evaluative and scoring templates. A template consists of various questions that a supervisor can answer while listening to a call. Answers can be either ‘Yes’/‘No’ or can be on a point scale while each question can be given a certain weightage. A number of different templates can be created and applied if the call center supplies services for multiple companies.

Call Scoring allows supervisors to search within the rated calls and also do comparison across multiple agents and their performances. It also helps evaluate the progress of a new agent and the results of training programs conducted. Overall, this becomes a great tool not only to improve the overall quality and business performance, but to comply with new processes and compliances businesses are mandating.

Trivium Systems’ Call Scoring Module

TiVium Systems, a leader in call recording and call reporting software, offers Call Scoring, an add-on feature to its flagship SonicView™ call recording software.  This module allows its clients to take their call center quality to the next level. It can automate their scoring and evaluation processes and allow them to focus their training on exactly what each agent needs. By continually training on each agent’s weakest areas, customers will consistently be raising the overall quality bar of their call center.  

Call Scoring Highlights

•    Use to coach, train and evaluate agent performance
•    Can be used by different functional managers, such as quality assurance managers, sales managers, support managers, compliance managers, etc.
•    Create different types of questions that pertain to each function so that respective managers can evaluate agents based on certain criteria
•    Apply a specific weightage for each question within a call scoring section
•    Evaluate across multiple agents as well evaluate the same agent over a period of time
•    Re-evaluate how an agent has improved after training
•    Identify future training needs

About Trivium Systems, Inc.

TriVium Systems, Inc. is a leading provider of business productivity solutions for the telecommunications marketplace. TriVium Systems’ call recording and call reporting solutions help organizations maximize the value of voice and data convergence. These solutions provide access and insight into business data that help manage costs, boost productivity, improve customer service and enhance security in innovative ways.

TriVium Systems’ voice recording, quality monitoring, call accounting and call reporting solutions are used by small, medium and large enterprises across the North American marketplace. Its customers span various industries including, but not limited to:  call centers, collection agencies and law firms, financial institutions, insurance, healthcare, educational institutions, government, assisted living and retirement homes, hospitality, real estate and much more. Most solutions are phone system agnostic – they work with IPFind Article, digital and hybrid phone system - and can be deployed on single or large multi-location environments.


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ABOUT THE AUTHOR


Anand is the Marketing Manager at Trivium Call Recording Systems. He writes extensively on solutions for voice recording and internet marketing.
Trivium Systems Inc. provides solutions for voice recording, quality monitoring, call accounting and call reporting. TriVium provides three different solutions for various businesses: Call Recording, Call Reporting and E9-1-1 Security Notification (ESN).




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