Are Your Employees Exceeding Expectations?

There are many different ways to measure customer satisfaction and employee productivity. Secret shoppers, satisfaction surveys, and live monitoring phone calls can help paint a picture of the customer experience. But are you also measuring and tracking your employee telephone interactions over a longer period of time?

Implementing a regular quality monitoring program can give you and your employees a clearer view of customer experiences over time. Offering concrete, “real-life” examples of instances where employees exceeded customer expectations or delivered information accurately can help improve morale and bolster training efforts. Track scores over time to demonstrate long term success and identify areas where employees are exceeding expectations.

CallRex Agent Evaluation software offers users an easy-to-use Web interface to create customized scorecards. So you can measure your employees on the skills that are the most important to your customers. Since not every question will fit into a “yes/no” or sliding scale format, CallRex offers a flexible framework so that you can have a variety of question types on each scorecard. As calls are evaluated, built-in reports allow you to assess the areas where your employees are exceeding expectations and depict your staff’s progress. View the video about creating and editing scorecards in CallRex Agent Evaluation, and see how easy it is to implement a customized quality monitoring program for your contact center today.