CallRex Agent Evaluation: Call Scoring, Measurement and Reporting. Affordable software for employee training and quality monitoring. Request a CallRex Agent Evaluation price quote Request free evaluation of CallRex software

CallRex Customers

  • Upstate New York Transplant Services "We use CallRex call recordings to train staff on live calls, allowing them to get a glimpse of 'real-life' situations."
    - Margaret Cosentino,
    VP, Information Services, UNYTS
  • "Since we have moved to CallRex call recording, we have not had a major technical issue, the product has proven to be very user-friendly and easy to administer and support."

    - Elizabeth Beasley, Director, Ambulatory Access Center, University Physicians
  • Engineered Protection Systems "CallRex is rock solid for recording calls, and it worked perfectly from the beginning."

    - Eric Hoskinson,
    director of technology, Engineered Protection Systems, Inc.

  • "CallRex is very easy to use. The software has proven to be a turnkey solution for us."


  • "CallRex makes us successful because managers are able to retrieve and listen to calls and quickly identify problems."

    - Dawn Eastwood,
    director of IT, Keany Produce
  • "We looked at a lot of different solutions, and CallRex had all of the features that we were looking for. CallRex software is easy and intuitive."
    - Drew Clauson,
    president, Kindred Partners

  • "Our CallRex investment will pay for itself in the time saved by the management staff."

    - Susan Milne, Operations Manager, Healthy Mothers, Healthy Babies Coalition of Georgia
  • U.S. Oil Co., Inc. "CallRex has been priceless in helping us to bring accountability to the dispute resolution process."
  • "We chose to move to CallRex call recording software because it was a proven, certified solution for our ShoreTel system, and the solution was very cost effective."

    - Don Gregory, Information Technology Manager, United Supply Co.
  • Colorado Department of Corrections "I recommended CallRex for its ability to record and monitor IP calls and for its affordability."

Agent Evaluation Overview | Agent Evaluation Key Features | Quality Monitoring Process
CallRex Quality Management Suite | Why Evaluate | Video Demonstrations


Call Center Coaching - Call Center Management - Quality Monitoring System

Effective Performance Management Process: Four easy steps to efficiently evaluate employees with CallRex Agent Evaluation software.

Objectively evaluating and coaching employees can lead to improved customer satisfaction and employee retention. To assist companies with the agent evaluation and quality monitoring process, CallRex Agent Evaluation was designed around four steps:

Step 1 - Define scorecards and key performance indicators

Managers can create customized scorecards that reflect strategic company goals, key performance indicators (KPIs), and departmental needs. The software walks users through a straightforward process, prompting users to input definitions and other information to ensure consistent call assessments. Questions can be categorized (greeting, order confirmation, etc.) on the scorecards to ease the scoring process and simplify reporting.

Call Center Coaching - Call Center Management - Quality Monitoring SystemStep 2 - Measure/score calls

Calls are selected CallRex Agent Evaluation using a simple search interface, or evaluators can opt to have call recordings randomly selected by the system. Once a call recording has been selected, evaluators use the Web-based interface to select the appropriate scorecard responses, and can type notes directly below each question or category with the click of a button. Bookmarks and notes can be inserted into any point of the audio recording so that the interaction can be referenced in future coaching sessions.

Step 3 - Reporting

Pre-defined reports help managers identify trends and track employee progress. Calibration reports enable objective evaluation of the quality assurance team, and identify discrepancies in understanding the evaluation criteria.

Step 4 - Provide feedback and training to employees

Managers can utilize pre-defined reports to define areas for training for individual agents, as well as detailed reports of employee progress over time. Within CallRex Agent Evaluation, users can quickly search for completed evaluations using multiple search criteria, allowing for easy retrieval during individual coaching sessions.

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

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

Resources