Better score controls to advance agent evaluations
Rely on a comprehensive and customizable question design within a rubric to help graders evaluate call center agents based on set criteria in organized sections for performance scoring. Improve the customer experience by crafting personalized call center quality assurance scorecards.
Provide additional insight into agent behaviors, customer service quality, processes, and policy without affecting individual QA scores. Identify the most impactful call center agent performance metrics and integrate them into your QA scorecard process.
Unlock exciting and personalized insights in rubrics by using conditional questions to prompt specific feedback from graders, without impacting the overall score. Use the feedback to improve your customer satisfaction scores and provide a better customer experience.