About Assessor
SMARTCALL Assessor is a powerful management tool for improving individual Agent and overall Call Centre performance.
Assessor has been designed to specifically address the challenges faced by businesses that operate Call Centres. Assessor is a comprehensive, easy to use tool that is designed to operate and report across all management levels. Through the combination of flexible assessment processes and powerful reporting tools, Assessor enables Campaigns to be planned and implemented with predetermined goals and KPI’s.
When planning Campaigns business managers can create questionnaires and assessment rates that compare agent achievements against the predicted performance levels. During the Campaign, Assessor allows training needs, script or sales message changes to be highlighted in real time.
To ensure that the appropriate number of assessments are carried out and that all assessments are fair and equitable, Assessor provides rules based assessment scheduling and completion reporting.
SMARTCALL Assessor’s reporting tools provide powerful Business Intelligence, showing Call Centre performance against KPI’s as well as individual Agent and Team performance and highlighted training needs.
Managed Agent Assessment
SMARTCALL Assessor is accessed through the OneView interface making it easy to use, intuitive and allows management of the complete Agent assessment process through one interface.
Key Assessor features include:
- Random selection of calls to be assessed
- Easy to use free form Questionnaire designer
- Flexible scoring and weighting per question
- Automatic scheduling of Agent assessments
- Follow up actions can be easily identified and specified
- Management of the assessment process and assessors
- Automated calculation of overall assessment score
The SMARTCALL Assessor package comes with 27 pre-configured Reports
Report sample:
- Agent and Team league tables
- Agent and Team trends
- Assessor workloads
- Assessment standards
- Training needs
- Assessment frequency
- Questionnaire scores
SMARTCALL Assessor Reduces Agent Churn
High staff turnover often has a detrimental impact on the quality of service customers receive. This, together with expensive recruitment costs, is prompting organisations to investigate ways of reducing Agent churn.
By using call analysis to objectively appraise the performance of your Agents, you can recognise your top performers and incentivise them accordingly.
This not only helps to reduce Agent churn but is a very motivational tool that can increase productivity.
Increase your productivity thanks to the latest technology used by Smartcall for call recording.