Oversee all the operations of your call center and assess where you can improve to increase both the productivity and the quality of your team’s service. Use feedbacks to keep your team motivated and make your business thrive.
Configurable spreadsheets according to the features of each operation and product.
Several reports that enable you to perform various types of crosses, filters and parametrizations.
Web operation that offers flexibility and agility with the processes of monitoring, assessment and feedback.
Control of the leaders’ monitoring and feedback aims. Definition of the evaluation criteria and degree of importance of each question.
Control of the average marks of the evaluated agent.
Perform structured feedback to your agents, with view of both the evaluation and the mark, with possibility of listening to the recording that originated the grade.
Through the analysis of the main offenders, the definition of what and who should be trained to better develop the quality of service is made.
It allows you to choose the default phone call and provide the motive, facilitating future processes of training and development of the team.