Customer service agents are often on the front line of your customer interactions. The quality of an agent’s performance can affect your business image in a very positive way but also in a negative way.
In order to be successful, companies must constantly have their finger on the pulse of their customer service operations. They must be aware:
- How employees sound and present themselves on the phone
- How agents respond to difficult customers
- If agents are missing obvious business opportunities
- If agents are address customer concerns correctly and in the companies best interests.
The Majuda Voice Suite empowers your business with all the necessary tools to be able to constantly monitor and improve agent performance by:
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- Allowing supervisors to perform customized evaluations on their agents
- Allowing automatic distribution of calls flagged for quality control to the relevant supervisor
- Monitoring agent desktop activity
- Enabling note capture functionality in order to correctly notate an agent’s performance directly to the call.
- Providing enhanced out-of-the-box reporting templates n order to effectively understand an agent’s ability compared to the rest of the group or another agent.
- Identifying the strengths and weaknesses of specific agents or agent groups and using this information to correctly coach and train employees.