ARC’s quality monitoring solutions evaluate agent performance–either for an individual agent, a team, a location, or specific call categories. Our Reporting Dashboards deliver actionable insights and feedback you can use to train and coach your agents. Dashboards are customized to meet your needs, but can include:
- Procedural Accuracy
- Telephone Information
- Impression, Comments, and Reports
- Technical Accuracy
- Phone, Email, and Chat Etiquette
Our Reporting Dashboard can be customized to show your favorite views, such as a breakdown by call category, overall center score average, and individual agent performance.
Call Evaluation Performance
Managers can see call evaluation performance by location compared to the overall company performance as well as current period scores against year-to-date performance.
How is performance measured?
When you engage with ARC, we work with you to identify your goals and criteria for successful calls. We then develop a scorecard that breaks down the components of a successful call, such as:
- Call greeting requirements
- Expectations and goals of the call process
- Successful call closing requirements
- Essential communication skills
As we monitor your calls, we score your agents according to the criteria and standards we establish with you during the implementation phase. ARC’s Reporting Dashboards will objectively illustrate the quality of the interactions your customers have with your agents, giving you insights into the quality of service, sales effectiveness, and ultimately your overall customer experience.
The Call Evaluation Question Summary indicates performance by call question and by agent, covering scores for Greeting and Closing, the Call Process, and Communication Skills. Such in-depth data gives you insight into possible gaps in knowledge to address through training and coaching your team or specific individuals.
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