Call Recording Featured Article

It is one thing to talk about behavior, or even to test it with a scorecard. It is another level entirely to capture actual interactions with call recording and use them for the purpose of evaluation; there’s nothing like evaluating someone in the field.

For that reason, call recording is an excellent tool both for evaluating and training employees.

Through its Virtual Observer solution, call recording and workforce optimization provider Coordinated Systems, Inc. (CSI (News - Alert)) has taken a particularly useful approach to a technology that already is useful for training: packages.

Virtual Observer offers extra functionality and analytics to boost coaching and training methodologies by identifying particular areas that may need additional focus, and part of that is its packaging feature for enabling staff to score calls for the purpose of calibrating.

With the packaging feature in Virtual Observer, an audio recording and the screens and the evaluation itself can easily be sent to staff for re-evaluation.

“At this point, supervisors who receive these packaged events can evaluate them with the same score card. These evaluations will be flagged for calibration purposes and easily filtered for reporting or a query search,” noted a recent blog post by CSI.

This makes it easy to re-score and calibrate assessment. Analytics can also be used for overall training analysis to enhance the overall process.

Reports can be generated at an agent level over a period of time to see what areas the agent may need additional coaching, and with the Virtual Observer content delivery process it also is possibly to automatically send training documents based on the particular deficiencies of an agent.

Training has come a long way, and it never fails to surprise me when I read about or see companies that use a decidedly pre-modern approach to assessment. Not using computer technology and analytics for assessment is the equivalent to phoning it in, and yet many firms blithely go along with such simplistic assessment.

As CSI's Virtual Observer shows, training and assessment have come a long way. There’s no excuse for a bad question or a lack of insight when it comes to employee performance.