How CallRex Agent Evaluation Works
CallRex Agent Evaluation is installed on the CallRex Professional server, and is integrated to randomly select calls based on the agent, call duration and date range. For example, you may want to evaluate a given agent’s call that is between five and 15 minutes long, and that was recorded within the last two weeks.
Once the call is selected, you will follow the CallRex Agent Evaluation three-step process:
The CallRex Agent Evaluation Process:
Evaluate an agent’s call. Call evaluation standards can be customized to focus on key agent behaviors and activities, allowing managers to identify positive agent activities as well as specific areas needing improvement.
Provide specific feedback and coaching to agents. Managers can review the call together with the agent, highlighting actual examples from the call to illustrate key learning points. CallRex Agent Evaluation also allows managers to create custom coaching agreements with specific performance goals.
Measure results over time and across multiple agents. CallRex Agent Evaluation's reports provide managers with unique insight into performance trends and training needs. This information is critical for informal call centers that typically do not have a high ratio of managers to agents.
This process is repeated continuously across all agents in the call center to generate continuous learning and improvement.
