Now Available! CallRex Agent Evaluation version 3.9
Today, Telrex unveiled our improved contact center optimization and quality monitoring solution: CallRex Agent Evaluation version 3.9. Featuring a Web-based user interface, a flexible evaluation framework, and built-in reports, the product has been redesigned with the contact center manager in mind.
“Evaluating employees does not have to be a complicated or time-consuming process. CallRex Agent Evaluation simplifies quality monitoring and delivers reports that help companies improve customer service.”- Robert Kapela, president of Telrex
CallRex Agent Evaluation enables managers to implement customized performance scorecards and provide objective feedback on employee phone calls. Managers can create an infinite number of scorecards, and implement more than one scoring type (yes/no, sliding scale, etc.) within an individual scorecard.
Tightly integrated with CallRex Call Recording software, CallRex Agent Evaluation shares a single call recording database and administration point. User administration has been streamlined, as administrators can set-up access rights, user profiles, call recording triggers, and licensing in CallRex Call Recording, and the rights will flow through to CallRex Agent Evaluation.
Calls that are recorded in CallRex Call Recording can be selected directly from CallRex Agent Evaluation, and can be selected using multiple filters. Or, a random call can be selected with the click of a button. Multple calls can be added to an individual evaluation, so the complete customer experience can be assessed on a single evaluation form.
The easy-to-use web-based interface allows evaluators to drag-and-drop audio bookmarks onto questions, so concrete examples can be provided during feedback sessions.
Built-in reports provide insights into performance trends and identify training needs.
“CallRex Agent Evaluation is another example of Telrex’s commitment to providing affordable contact center optimization solutions that are easy-to-use and add value to agent evaluation and coaching programs.”- Robert Kapela, president of Telrex
Learn more about CallRex Agent Evaluation: