Call Monitoring
Quality Assurance Evaluations for Phone Calls
Shoppers’ View performs quality assurance evaluations for telephone communications. Via an easy-to-use online reporting system, scores and detailed feedback for your organization’s agents will be reported to managers, supervisors, and individual agents in your hierarchal structure.
Periodic call monitoring and performance evaluations are proven to be an effective tool in improving customer service and sales efforts. At Shoppers’ View, our quality assurance evaluations provide the necessary tools and feedback to help your agents improve the overall customer experience.
Immediate, Actionable Feedback
Shoppers’ View will review your communications in real-time, thoroughly evaluate the interaction, and provide immediate, actionable feedback on your agent’s attributes via our industry leading web-based reporting software.
Detailed Evaluations
Shoppers’ View will provide managers and team leaders with detailed, high-level evaluation reports, allowing supervisors to view scores, attribute by attribute, at the agent level.
Individual agents are also able to view their own results, listen to or read scored communications, and review feedback in an effort to improve their individual performance.
Call Monitoring Program Details
- Call Monitoring Programs for Each Agent
- Daily Feedback and Ranking for Every Agent, Team Leader, and Manager
- Data and Analysis for Team Leaders and Managers
- Profile Ranking of Your Agents
- Individual Agent Scorecards
- Storage of Voice Recordings and Historical Quality Results
- Defined Parameters that Evaluate Applicable Skills: Core, Soft, Selling, Technical, Cultural, etc.
- Transaction Based Independent Feedback
Objective, Unbiased Evaluations
As an independent 3rd party, rely on Shoppers’ View to provide complete impartiality in assessing your organization’s agents. Due to pre-existing relations, internal quality assurance monitoring is inherently subjective. At Shoppers’ View, our team will provide an objective, unbiased score for each and every agent evaluated.
Timely, Consistent Evaluations Across All Locations
A dedicated team focused solely on your company's call monitoring ensures that evaluations are performed in a timely, consistent manner. No more having to relegate the quality assurance process to an "as available" staffing activity. Organizations with multiple call centers can ensure consistent evaluations across all centers. Accurately compare results across multiple locations!
Proven Results
Call monitoring and quality assurance evaluations with Shoppers’ View are truly an investment that pays off! Improved quality scores for your agents directly correspond to increases in the levels of customer satisfaction. Objectively evaluate, review, and coach your agents.
Shoppers’ View invites you to take the first step in improving your organization’s customer satisfaction by contacting one of our quality assurance account executives or by filling out the prospective client application.
