Evaluate the phone calls made to customers and listen in to gain an in-depth understanding of where your staffs strengths and weaknesses lie.

 

phone call evaluation

Our Phone Call Evaluation system provides the ability listen to past phone calls and score them against pre-made forms and criteria. Once done, the feedback can be used to greatly help and improve the phone calls your employees make to ensure you can provide an excellent customer service.

When combined with our Phone Call Feedback tool, any calls in need of attention are automatically highlighted based on scores given by customers, or whoever received the call.

1.

Create Evaluation Forms

Create your own questions, or copy pre-made templates, to mark future live chat communications against.

For example, "Did the employee address the caller by their name?"

2.

Assign Who Evaluates

Anyone can be asked to evaluate a communication - managers, supervisors, colleagues, or even the individual who took the call.

By involving everyone in the process, it encourages an open, unique learning and development experience.

03.

Evaluate

Whenever a call needs evaluation, simply click, the evaluation form will appear, and your phone will automatically ring so you can listen.

Users who have the correct permissions can then also assign it for others to look at.

Progress for individuals, teams, and departments is stored in the Report Hub, which displays easy to read, printer friendly analysis and graphs.

Perfect For Training

Any call can be sent for training, making it easy for both new and old staff to listen to some of the best, and worst, examples that have happened.

You can then compare and discuss the scores given to help get everyone on the same page in regard to the standards expected by the business as a whole.

For example, if you have a new employee who will be talking to customers, they can be asked to listen to some of the best (and worst) calls that have been made. This provides a brilliant opportunity for them to be quickly brought up to speed on what to expect, as well as how to correctly deal with customers.

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Start Evaluating Phone Calls Today!

To get started, simply click below, or you can book a one-to-one demo with one of our evaluation experts to ask any questions you may have.

Did You Know...

When combined with our Feedback and Benchmark Tool, you can create the ultimate quality assurance software!

All our products integrate, meaning you can access them all in one panel, making it easier than ever before to get a 360-degree view of how your company communicates to customers and clients.