Call Center Employee Evaluation Forms by rjb15458

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									  The Right Choice for Call Recording




Strategic Value for Call Centers
       Tracer Call Center Recording and Quality
                      Assurance




                                             WWW.OAISYS.COM
 The Right Choice for Call Recording



Call Center Definition
                                       Call centers are a
                                       combination of people,
                                       process and
                                       technology organized to
                                       achieve a specific mission
                                       through telephone-based
                                       communications



                                                          WWW.OAISYS.COM
The Right Choice for Call Recording



Strategic Makeup
                    The   type of call center defines its
                     goals
                    These goals dictate the critical
                     processes
                    People are selected to align with
                     critical processes
                    Technology is used to
                     enable/improve critical processes
                     or drive meaningful efficiency

                                                    WWW.OAISYS.COM
The Right Choice for Call Recording



Two Primary Types of Centers
                  Profit Center                                Cost Center
      A profit center directly contributes revenue   A cost center does not contribute revenue,
      and profits to the company                     at least not directly, to the company




                     Need Drivers by Type of Call Center
      •   Drive revenue growth                       • Control costs
      •   Develop processes to scale with demand     • Develop processes to reduce or deflect
      •   Maintain or improve operating margins        demand
      •   Verify applicable regulatory compliance    • Maintain a defined level of customer
                                                       satisfaction



                                    Critical Processes
      • Compliance                                   • Agent training & development
      • Agent training & development                 • Escalation/dispute handling
      • Best practices identification                • Satisfaction measuring



                                                                                           WWW.OAISYS.COM
 The Right Choice for Call Recording


Value Equation: Profit Center
Proactive                                                   Training &
                                                           Development

                                         Best Practices
                                         Identification


                               Call Scripting         Best Practices
                                                      Call Development
                                                       Compliance
                                                Training &Scripting
                                                •
                                                      Identification
                                                   Somewhat reactive – develop once
                                                •       It’s reactive – only consistent
                                                    Very proactive – takes used when work
                                                •       Moderately proactive – need
                                                        and change when necessary to seek
                                                        audited
                                                    to develop talent
                                                        them out
                  Compliance                    •
                                                •       Modest value – consistency isuse of
                                                        Low value – used consistent
                                                    Highest value – buildsto meet external
                                                    best practices forcall scriptdriver is
                                                •       critical, but – knowing what drives
                                                        High value a business process
                                                        standard, not maximum results
                                                        only the beginning
                                                        business results provides control

Reactive

              Low Impact on Success                       High Impact on Success
                                                                              WWW.OAISYS.COM
     The Right Choice for Call Recording



Call Recording in Profit Centers
Address critical
processes across
spectrum                                   Active Process
1.      At minimum one gains
        compliance and
        protection
2.      Use as reaction to                    Passive
                                              Process
        exceptions to identify
        best practices
3.      Be active and build
        more effective                         Only
        development                         Protection
        processes
                                                         WWW.OAISYS.COM
The Right Choice for Call Recording



Recording for Compliance
                         Compliance Requirements
          • FTC Telemarketing Sales Rule
          • FTC Telephone Order Merchandise Rule
          • Various SEC and FINRA regulations

                             Value of Compliance
          • Revenue protection
          • Avoidance of penalties and fees
          • Avoidance of bad press

                                Solution Drivers
          • Reliability
          • Efficiency of data retrieval
          • Security

                                                   WWW.OAISYS.COM
     The Right Choice for Call Recording



   Tracer as Solution
                                                          Reliability
                                           • Multiple storage options including RAID 1
                                           • Complete set of alarms
                                               Efficiency of Data Retrieval
                                           • Powerful search on any call data
                                           • Instant playback
                                           • Outlook-style organizational structure
                                           • Share via encrypted media streaming or
                                             email recording as .WAV file


                                                           Security
                                           • Permissions-based architecture
                                           • Encrypted media streaming
                                           • Valid recording authentication
Share recording, just a segment or
Powerful yet simple search easy entire
 Intuitive folder hierarchy for
Instant playback
call
 organization and retrieval
                                                                     WWW.OAISYS.COM
 The Right Choice for Call Recording



Recording for Best Practices
                    Best Practice Identification Process
           • Reactively monitor agents who produce exceptionally
             good or bad results
           • Reactively monitor teams producing exceptional
             results
                   Value of Best Practices Identification
           • Increase revenue by sharing good sales technique
           • Increase revenue by reducing bad practices
           • Control cost by reducing wasteful practices

                                 Solution Drivers
           • On demand accessibility
           • Live or historical monitoring
           • Ability to share examples with team

                                                                WWW.OAISYS.COM
 The Right Choice for Call Recording



Tracer as Solution
                                                On Demand Access
                                       • Easily access calls via OAISYS client
                                       • Simple, efficient search and playback
                                                  Live or Historical

                                       • Live monitor over network
                                       • Auto monitor specific employee
                                       • Retrieve to playback by employee

                                                        Sharing
                                       • Share voice document with annotations or
                                         email as a .WAV file
                                       • Highlight key moments and share specific
                                         segments of calls

 Auto monitor by employee
   Highlight key moments
 Add text-based annotations
                                                                WWW.OAISYS.COM
The Right Choice for Call Recording



Recording for Development
                     Personnel Development Process
          • Establish performance standards and metrics for critical
            processes
          • Systematically evaluate performance
          • Base training, promotions and changes on performance
            reports

                     Value of Personnel Development
          • Increase revenue through improved performance
          • Control training costs by focusing on those demonstrating
            ability
          • Control personnel costs by reducing non-performers
                                Solution Drivers
          • Recordings linked to evaluations
          • Reporting on evaluations
          • Graphs for easy analysis

                                                                        WWW.OAISYS.COM
 The Right Choice for Call Recording



Tracer as Solution
                                                 Linked Evaluations
                                       • Customized quality evaluations
                                       • Assign evals to teams and supervisors
                                       • Self and supervisor evaluations
                                               Evaluation Reporting

                                       • Report by agent
                                       • Report by team
                                       • Comparisons, trends, etc.

                                               Easy to Read Graphs

                                       • Bar, line and pie graphs to quickly convey
                                         quality data




  Easily customized evaluations
Generate reports based on comparisons,
trends, agents and teams
                                                                WWW.OAISYS.COM
The Right Choice for Call Recording



Tracer: A Complete Solution
   As a solution, Tracer can address all levels of
    the value equation in a profit center
   Compliance and protection through reliable
    recording, efficient retrieval and authenticity
    verification
   Best practices identification through reactive
    monitoring of live calls and recordings along
    with email sharing
   Personnel development through consistent
    processes using custom evaluation forms,
    reports and graphs
                                          WWW.OAISYS.COM
The Right Choice for Call Recording




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