Call Center QA Featured Article
October 26, 2009
BPA's Agent Evaluation Software Allows for Agent Feedback and Increased Productivity
When companies in the customer relationship management, or “CRM,” industry hire sales agents to try and promote and increase their business, a process should be enlisted to determine what type of person you are hiring and – once hired – how the sales agent is performing on an operational and profitable status.
Often times, sales agents are new at the CRM process, and may need some additional professional guidance in approaching potential – and existing – clients, besides just a general script and a hand off of a headset.
According to 3rd party remote call monitoring provider, BPA International, research shows that there’s a direct correlation between the frequency of coaching and feedback, and the performance of sales agents.
Therefore, BPA said, the more objective evaluations a company has with its sales agents, as well as welcomed feedback, the better the result will be. And so, with BPA’s Agent Evaluation Software, companies in the CRM and call center industries can properly assess an agent’s productivity on a dynamic platform that offers insight, suggestions and constructive criticism.
“Our Agent Evaluation Software enables the user to objectively analyze calls and keep a complete and accurate record of those performance as well as those issues discussed in each session,” BPA officials said.
Through this specific software, management and any other selected individuals of the agent feedback, can assess performance, details of call quality and the content of coaching sessions at any time. Additionally, every aspect of performance can be accessed or imported to compare the performance of individual agents, teams or the center as a whole.
With elements such as ACD data and sales, results can be imported to provide an ongoing and readily available picture of business performance.
Used as a way to investigate performance and produce data using criteria such as individual agent, team, complete center, skillset, date, shift, recruitment group, gender or marking coach, the Agent Evaluation Software can be used side-by-side with BPA’s face-to-face benchmarking as a way to improve overall operations.
Often times, sales agents are new at the CRM process, and may need some additional professional guidance in approaching potential – and existing – clients, besides just a general script and a hand off of a headset.
According to 3rd party remote call monitoring provider, BPA International, research shows that there’s a direct correlation between the frequency of coaching and feedback, and the performance of sales agents.
Therefore, BPA said, the more objective evaluations a company has with its sales agents, as well as welcomed feedback, the better the result will be. And so, with BPA’s Agent Evaluation Software, companies in the CRM and call center industries can properly assess an agent’s productivity on a dynamic platform that offers insight, suggestions and constructive criticism.
“Our Agent Evaluation Software enables the user to objectively analyze calls and keep a complete and accurate record of those performance as well as those issues discussed in each session,” BPA officials said.
Through this specific software, management and any other selected individuals of the agent feedback, can assess performance, details of call quality and the content of coaching sessions at any time. Additionally, every aspect of performance can be accessed or imported to compare the performance of individual agents, teams or the center as a whole.
With elements such as ACD data and sales, results can be imported to provide an ongoing and readily available picture of business performance.
Used as a way to investigate performance and produce data using criteria such as individual agent, team, complete center, skillset, date, shift, recruitment group, gender or marking coach, the Agent Evaluation Software can be used side-by-side with BPA’s face-to-face benchmarking as a way to improve overall operations.
Kelly McGuire is a TMCnet Editor. To read more of her articles, please visit her columnist page.
Edited by Kelly McGuire
