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Have you ever wondered how consistent your
customer service representatives (CSRs)
are in speaking to customers using the right
tone of voice, greeting your customers properly,
or identifying opportunities to upsell your
products or services? Are evaluations cumbersome,
manual processes that your call center managers
avoid? If you answered “yes,”
then you need an effective software tool
to perform evaluations — one that
can propel your service forward and boost
your productivity.
eQuality Evaluation facilitates the review,
evaluation and scoring of CSRs, providing
an immediate summary of their performance.
Using eQuality Evaluation, your supervisors
can build custom evaluation forms designed
to collect information about various aspects
of a CSR's performance that are most important
to your organization.
Your supervisors and others can input information
regarding CSR performance into automated
and customized evaluation forms and graphs
based on your specifications. The result?
More productive supervisors who have the
information they need to recommend CSR training
and to improve coaching sessions.
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| Benefits for Your Organization: |
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Provide regular, structured
feedback to employees |
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Use the toolbar to add header fields,
questions and other objects to the form |
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Use the alignment palette to format
controls on the form quickly |
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Weigh questions, as needed, by building
“answer schemes” with the answers and point values needed |
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Define important questions as critical
for failing or giving extra credit to agents |
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Add comment fields anywhere on the
form for supervisor feedback |
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Use checkboxes to provide quick
answers to “yes” or “no” questions |
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Use colorful panels to highlight
important sections of the form |
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| Benefits for Your Customers: |
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Enhanced quality service
and support experiences from better trained agents |
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