Powerful Quality Monitoring and Call Scoring Software

Web-based agent evaluation solution provides insights into telephone conversations

For many companies, providing consistent, useful feedback to employees can be challenging. CallRex Agent Evaluation™ software is an easy-to-use, Web-based quality monitoring solution that enables managers to implement customized performance scorecards and provide objective feedback to employees.

Web-Based Access

CallRex Agent Evaluation is tightly integrated with CallRex Call Recording software, leveraging a single administration point and call recording database for both products. Call recordings are stored in a centralized database, decreasing the amount of storage required.

Integrated User Administration

CallRex Agent Evaluation is tightly integrated with CallRex Call Recording software, leveraging a single administration point and call recording database for both products. Call recordings are stored in a centralized database, decreasing the amount of storage required.

With CallRex, there is no need to set-up multiple profiles or accounts across the call recording and agent evaluation product - it's all centralized into one location! User administration has been integrated into the CallRex Call Recording client, where administrators can set-up access rights, user profiles, and define call recording triggers. A single username and password is required for both products.

Flexible Evaluation Framework

Not every question will conform to a "yes" or "no" answer; nor is every question suited to a sliding scale. CallRex Agent Evaluation uses a flexible framework, enabling companies to implement more than one answer structure within an individual scorecard. To ensure consistency and understanding across evaluators, definitions can be added to each question within the scorecards as they are created.

Streamlined Evaluation Process

Within CallRex Agent Evaluation, calls can be selected for evaluation based upon multiple criteria, or users can choose to have a random call presented for evaluation. Once selected, the audio from CallRex Call Recording can be played back directly in the Agent Evaluation interface. As evaluators work through the customized scorecards, they have the ability to:

• Create bookmarks within the audio and add notes to the bookmark with the click of a button.
• Add related call audio to the evaluation
• Create notes for each category and question with a single click

Multiple Reports

CallRex Agent Evaluation features multiple pre-defined reports to help managers monitor their employees' progress, identify areas for training, and calibrate evaluator responses to limit variations in evaluations.

Learn more about CallRex Agent Evaluation and contact center optimization software solutions from Telrex:

• View the CallRex Agent Evaluation datasheet
• Key features of agent evaluation software
• Call center optimization process
• Benefits of implementing a quality monitoring program