Agent evaluation, scoring

Increase customer satisfaction and improve agent performance

Organizations from all around world are seeking to improve their business through increasing customer satisfaction and agent performance in their contact centers. Verba Performance and Quality Management system helps to:

  • Ensure that defined quality standards for each interaction are met
  • Measure and evaluate agent performance
  • Evaluate level of customer satisfaction
  • Identify customer needs and expectations
  • Identify training needs for individual agents

Developing a quality assurance and evaluation program in the contact center can also provide other information exploited from interactions: customer handling skills, sales abilities and techniques, product and service knowledge, technical knowledge, intonation, escalation procedures and adherence to policies and rules.

Easy-to-use evaluation forms

  • Intuitive, user friendly, web based interface with drag & drop features
  • Entirely integrated into the Verba Recording System framework
  • Multiple question types with appearance control (radio, listbox, etc.)
  • Weighting (sections, questions)
  • Skill assignment feature for questions to provide an additional layer of evaluation
  • Form auto fail options for each question
  • Default value settings
  • 30+ configurable form and call detail fields displayed on the scorecard

Flexible selection of interactions for evaluation and scoring

  • Project based framework
  • Option for group/agent based call selection
  • Mathematically and statistically correct random selection
  • Configurable access control for supervisors
  • Score classification settings
  • Interactions for scoring are automatically presented for the supervisors in the project
  • Integrated Verba Player with all the features including enhanced playback controls, markers, etc.
  • Support for sharing and discussing scorecard information with agents
  • Supervisor calibration


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