Interaction Scoring & Evaluation

Call Center Monitoring Software – Unlimited ways to score your customer calls & interactionsCall Center Monitoring Software

Our Integrated Scoring & Evaluation module works within Virtual Observer (VO) Professional, a simple, effective and affordable workforce optimization solution for contact centers.

VO is fully customizable and designed to continuously improve the performance of your call center agents. VO is available in a wide array of configurations designed to work with call centers of all sizes. VO’s Evaluation module allows for supervisors to playback and score all or select customer calls. With Virtual Observer’s Analytics module, you can sort through all of the scoring data to generate valuable insight into performance trends, develop relevant training for specific agents, and much more.

Features:

  • Easy to use scoring interface
  • Evaluate by agent, time, type of call, or all calls
  • Scoring criteria is fully customizable
  • Visual event player makes it easy to identify call gaps and heavy activity
  • Score events during playback or standalone
  • Create custom events for unlogged interactions

 

 

Big Time ROI…

  • VO’s Evaluation module allows you to:
  • Develop metrics to measure improvement
  • Discover your team’s weaknesses
  • Adapt scoring as processes change
  • Reduce training cycle time
  • Improve upsells, saves, individual agent and overall call center performance

 

How It Works For You:

  • Customize your evaluation criteria
  • Select events to score
  • Fill out evaluation form for each event
  • Save and find the next event to score!

What Our Customers Are Saying...

“We utilize the Speech Analytics features, which has really paid off for us so far.  The ability to search by key words has eliminated the hunt and peck method we used previously.  One of the other features we love is the screen capture and live desktop monitoring that enhances coaching and praise opportunities. I have had many experiences with call monitoring in the past. I LOVE Virtual Observer from its thumbnails of desktops to its ability to interact with employees while they are on a call. I also have positive comments for the training as it is tailored around who is attending. The more interactive the participants the better the training was. The trainer was excellent!”

‐ Kara Fitzgerald
Logix Federal Credit Union