Take a Tour — Standards in CallRex Agent Evaluation

Another “how-to” video clip has been posted on Telrex’s Web site. Today, we’re looking at creating Standards in CallRex Agent Evaluation.

In CallRex Agent Evaluation, Standards, or evaluation templates, are made up of attributes (categories) which contain definitions (the questions on the evaluation). Typically, different Standards would be created for each department. For example, questions related to specific selling techniques would probably not apply to a call taken by a technical support or billing department.

Scoring
When creating Standards, attention should be paid to what type of questions are written, as only one scoring mode can be used throughout the Standard. For example, it would not be appropriate to ask the question “How well did the agent satisfy the customers’ request,” for a yes/no scoring mode. This question would be better suited to a sliding scale scoring mode. There are multiple scoring modes to choose from, including:

• Yes / No
• Yes / No / Not Applicable
• Yes / Partial / No / Not Applicable
• Sliding scale 1-5
• Sliding scale 0-5
• Points

Learn more about creating Standards in CallRex Agent Evaluation by viewing our new video or visiting the CallRex Agent Evaluation Web pages.