Agent Evaluation & Training

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Call Quality Analysis, Agent Evaluation & Training

Call Quality & Agent evaluation systems can add significant value to your business by helping to improve the performance/call handling skills of your call centre agents.

Storacall offers a choice of packages designed to facilitate training and development in the call centre environment enabling you to identify the strengths and weaknesses within your teams and allowing you to provide your agents with detailed feedback on their performance and training needs.

VoisCoach - Quality Call Centre Monitoring and Coaching

VoisCoach is a Quality monitoring and learning solution to enable your contact centre to deliver a consistently positive customer experience and can be used with your existing voice recorder or one supplied by Storacall. VoisCoach takes a fresh look at the process of contact centre quality management.

Today's contact centres have the potential to build customer loyalty demonstrate the Brand values and generate 'sales through cross and up selling. Success in CRM programmes is dependent upon call handling advisors deploying positive behaviours, and therefore makes quality management an essential process. However, VoisCoach is much more than traditional 'quality monitoring'. VoisCoach has been developed to go beyond quality monitoring by including online learning and coaching tools. This enables to ROI to be more attractive due to a broader span of influence on performance achieved through the various capabilities of VoisCoach.

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Voiscore - Call Quality Analysis Package

Voiscore is an advanced web based call quality analysis package to help improve agent performance and skills by providing training feedback using voice recordings or real time monitoring and a highly featured evaluation software package to provide a fair and consistent appraisal.

Voiscore Software enables users to objectively Analyse Calls and keep a complete and accurate record of performance as well as other issues discussed at a session. Many aspects of performance can be accessed comparing the performance of individual agents, teams or the Centre as a whole.

Comprehensive performance reports can be accessed at any time and Voiscore also includes powerful Community notice boards, schedules and statistics. Evidence from call centres shows that there is a direct relationship between the frequency of evaluation and training and the Performance of Agents.

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Perspective - Live Monitoring, Coaching & Support

Perspective is a software package designed to help trainers and supervisors improve call handling and customer service through Live support, monitoring and coaching of agents. It provides powerful tools to manage and train agents during the novice induction phase and provides support and quality outcome improvements thereafter.

Features includes training material broadcasting, Live group training at agents desktops, Supervisor desktop and audio monitoring of agents with live support as well as Whisper Coaching and remote control of agent's desktops.

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