Call Scoring - Get a true measure on your employee’s phone skills

Author: Itcube Bpm

Are you looking for ways to more adequately rate and give feedback to your sales representatives? Now, with call scoring, it is easy to get lots of information about how your employees are doing on their phone calls with your customers.

Call scoring works by first recording a some of the telephone calls that your sales or client service delegates are on.

Then, with the use of scoring template, you can rate them on service, effectiveness, and more.

You Can Use Call Scoring to Train Employees and Bring in More Sales!

It is important for clients that are sales and service based. It allows you to:

  1. Encourage improved performance
  2. Track employee performance over the course of their employment
  3. Incentivize employees to step up in customer relations
  4. Follow patterns of customer needs and how well they are fulfilled
  5. Determine which employees should be rewarded and which need additional training
  6. Improve overall customer service

When you customers appreciate the attention, friendliness, and general attitude of your service representatives, you are much more likely to keep the customers you have and bring in new sales.

Don’t stay in the dark and assume that your employees are talking to customers in a way that suits your standards. Knowing how your employees are treating your clients makes a huge difference in the way you approach the feedback process. With call scoring, you can have actual outcomes about how your representatives are performing.

Call scoring allows you to give your employees a score based on the ways they interact with your customers over the phone. Call scoring services allow you to input the results and keep track of them, you will be able to reward your employees efficiently for their progress.

call scoring in contact center plays a crucial role in providing valuable insight on customer’s needs for making more informed business decisions. Contact center managers are gradually using monitoring and scoring keeping in mind to improves the agent’s performance for enhanced levels of client benefit, thus increasing the overall proficiency and gainfulness of the contact center.

If you have any query, feel free to contact us...!