TCN adds agent scorecards to its Voice Analytics features
Cloud-based call center platform TCN announced the addition of agent scorecards to its Voice Analytics features to drive agent performance and efficiency.
According to TCN Co-Funder and Chief Technology Officer Jesse Bird, every manager lacks time to listen to all of their agents’ calls and rate them the same way with no criteria in place.
“With the addition of agent scorecards, call center operators can take the vagueness out of the quality grading of each call and create a system that all managers can follow. This helps create consistency in the assessments and keeps the entire team more aligned on expectations and how to continue improving,” he added.
Integrated into the Voice Analytics features, the agent scorecard serves as an evaluation system built to measure contact center performance and provide feedback about call center agents.
It also includes data on how they are performing, how customers are responding, and how agents are following or deviating from the company’s standard processes.
TCN added that providing all of this information will allow managers and contact center agents to improve their performance. It can also be used as a great example to new agents during the onboarding and training process.
Moreover, having scorecards can help determine if there are any parts of the process that are not working or need to be addressed.
TCN added that their Voice Analytics’ agent scorecards are fully customizable, provide operational efficiency, and help reduce risks in the contact center process.
