Call Center Agent Evaluation Process

A simplified yet highly effective 3-step process ensures objective evaluations, structured coaching, and powerful reporting to track results within the contact center.

Step 1 - Call Scoring

• Customized performance score cards are created reflecting business objectives, agent training, and key performance indicators.
• Managers select, evaluate and score employees' recorded calls. 
• Completed performance score cards including call recordings become a permanent record that can be easily accessed at any time.

Step 2 - Measurement

• Employees and their managers review completed performance score cards along with actual recorded calls to measure results.
• Managers review results with each employee to illustrate key learning points, highlight successes, and target additional training to achieve specific performance goals.

Step 3 - Reporting

• Managers utilize powerful reporting tools to track results and gain unique insights into performance trends for individuals and teams.
• Calibration enables evaluation of managers' abilities to evaluate, coach and measure their contact center teams.

The process is repeated for all employees on an ongoing basis to generate continuous learning and improvement.

Learn more about call center optimization software solutions from Telrex:

• Key features for CallRex Agent Evaluation™ call center software
• Benefits of call center evaluation software
• Why VoIP call recording?
• Call recording suite: CallRex Professional™