Clearvoice CMS

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What Is Agent Evaluation Software: In simple terms, agent evaluation software enables a manager to appraise a member of staff based upon their skills and abilities whilst using the telephone.

In the past it was impossible to gauge the performance of a member of staff without standing over them and listening into one side of the conversation. It was also a labour-intensive activity as it required the manager to sit with the team member to assess the conversation in real time.

Combining the use of Voice Recording and agent evaluation software a manager is able to select either random or specific telephone calls and evaluate them in his or her time. By not sitting next to the member of staff the manager is able to hear a true performance and, therefore, has accurate information upon which to base training.

In the case of a new member of staff being requested to work on the telephone, they are normally given a script or some form of direction, so as to determine their performance and activities required.

Historically, to ascertain the ability of an individual it was necessary to sit beside them or carry out role-plays. Again, this is one-sided and somewhat artificial. This is where agent evaluation is at its most powerful.

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Briefly agent evaluation software works as follows:

The agent's script is broken down into specific segments, such as the greeting, introduction, explanation, close, cross sell, and so on. Other factors that can be allocated to a segment could include tone of voice, volume, speed of delivery and intonation, even paying specific attention to the agent coming across as being bright and happy.



Each segment is allocated points. These points could be percentages. The script and scoring structure is entered into the agent evaluation software. A recording of the agent's telephone conversation is imported into the agent evaluation software.

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As the supervisor listens to the recording, points are awarded to each segment. Typically, when the appraisal is carried out the supervisor will score the recordings when the agent is present.

In many cases it is the agent who is more critical than a supervisor!



The benefit of implementing agent evaluation software is that it is the most effective way of performing this task. With the ability to listen to both sides of the conversation and allowing an agent to criticise themselves is far more powerful than simply telling staff what to do.

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By retaining evaluation reports from individuals and teams, it is possible to gauge their improvement overall. Any increase or decrease in performance can be monitored and immediately managed in order that the company is not adversely affected.

As you can see from the screenshot below, a new starter in the sales team has been scored over a period of six weeks. Over that time their overall performance has been monitored specifying their performance.



The same analysis can be applied to a team which enables a supervisor to determine an average level of performance and overall improvement in a given period of time, e.g. following a training session.

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What does it mean for business?

Agent evaluation software provides an unparalleled method of assessing your staff on the telephone by enabling a supervisor to listen to both sides of the conversation.Being able to assess your staff accurately means you can determine their suitability within a far shorter period of time.

In a telephone-based environment it can sometimes be impossible to determine exactly how good or bad a member of staff actually is until they start producing – or not producing - results. Agent evaluation software allows you to compare what is, in effect, the operator's job description, i.e. their script against exactly what they say. There can be no greater measure of assessment.

Recruitment costs have always been excessive, not only in terms of the financial transaction, but also in terms of the time spent interviewing and training new staff. Evaluation software provides concrete evidence to support decisions for or against members of staff.

With so much emphasis on customer service, agent evaluation software also provides the tools to identify problematic areas. It is a commonly accepted view that your customer's expectations of customer service levels are higher than the expectations of your staff. It is unacceptable to lower your customers’ expectations to that of your staff.

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Good business practice dictates that we must raise our game and meet the customers’ expectation of superior customer service. Agent evaluation software is the only surefire way of raising your game to meet the demands of your customers.

Financially, it will be for you to determine what level of importance is placed on customer service and whether or not your whole sales team are trained, monitored and mentored to the best of your abilities and theirs.

Ultimately, it is about determining the effect this information would have on their performance and your company's profits.

Agent/Staff Evaluation is one of the most important tools a business could ever have and it enables management to accurately define performance.