Evaluate call monitoring software is a program designed to help you train and develop your telephone based staff
Is it for me?
Yes, if you need a tool for coaching, training and developing telephone based staff.
How does it work?
The call monitoring software is quick and easy to install from the CD. Once installed you listen to calls from your telephone recorder whilst you simultaneously score the calls using the evaluation form that comes with the software. These evaluations can be accessed at a later date for review and report production.
Main Features & Benefits
- Works with virtually any recorder on the market
- Comes with 7 Step Guide to Starting a Quality Evaluation Programme
- Up to 50 scoring form templates for scoring different campaigns or skill sets
- Weighted scoring system to reflect companies priorities
- Coaching module included to store targets and objectives for future review
- Range of text and graphical reports available to view league tables and track trends
PC Requirements
- Compatible with Windows 98, NT, 2000, ME & XP
What is included?
- Software CD (includes license to evaluate the number of people you have specified)
- User Manual
- Demonstration Data to get you started
- If you would prefer to have professional Installation and training - this is available at an additional cost from www.businesssystemsuk.co.uk
Why measure service based staff?
- Adds qualitative measures to existing quantitative ones such as no. of calls etc
- Monitors attitude, product knowledge, soft skills and behaviour
- Ensures continued customer satisfaction to maintain loyalty
- Increases first-time resolution with efficient use of staff resources
- Provides opportunities to cross and up sell to increase company's sales revenue
- To train and develop staff
- To manage rewards and maintain motivation
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