Call Workflow Audit
Evaluate your agents’ performance
Take the calling workflow under control
Improve your customer service
It’s an open secret that customer satisfaction is extremely important for every successful brand. Companies are doing their best to see clients happy – both small and big businesses pay attention to the level of client satisfaction.
It’s vital to treat consumers well, no matter the circumstances. Therefore, in Call Centers, where communication with clients takes 82% of the working day, it’s a top 1 priority.
The core element of successful interactions with customers is hiring the right people.
Equally important is the appropriate control: ongoing evaluation and training cultivate customer service of the highest quality.
Thanks to the Call Workflow Audit option you will be able to evaluate and improve your customer service agents’ performance as part of an effective quality assurance program.
Why it’s so important to evaluate your agents’ performance
Modern Call Centers have long since departed from the old ways of collecting and processing the information. The times when agents noted the client’s personal data with the pen and piece of paper are in the distant past.
Nowadays Nectar Desk agents are eager to fill in the user-friendly form right during the call: it may contain different fields where they can write the relevant information, choose the required option from the few suggested, or simply mark with ✔.
Moreover, call agents can select the date to schedule the appointment with the customer – we will provide you with solutions suitable especially for your use-case.
And, clearly, the task of supervisors or administrators of the Call Center is to assess properly agents’ progress.
Evaluate efficiently and correctly with Nectar Desk
Evaluating agents’ work well demands a strategic approach. It’s not enough to just peek over their shoulder from time to time: you have to manage your team based on your personal experience and careful analysis of their ideas, approaches, and mistakes.
We, in turn, feel the responsibility to provide you with the appropriate tools to reach this goal.
The audit form feature is what we’re offering. Thanks to it, you’ll have easy access to all forms created by the call agents with the possibility to evaluate them.
In order to use the Call Workflow Audit form, you need to have Supervisor or Admin rights.
Imagine the call agent has submitted the form during the conversation with the customer – now you may easily access it, listen to the conversation to further evaluate the agent’s communication skills, and audit them as well as score the form itself.
The points you’ve given will be automatically calculated by the Nectar Desk system and you will see the comparison chart with the maximum potential value, the actual score for the calls, and the general call quality score.
By measuring interactions using the Nectar Desk audit forms, you’ll gain a powerful insight into the way in which agents work, how they represent the brand, and customers’ overall satisfaction rate.
If you’re interested in tools to properly evaluate agents’ performance and make the company more prosperous, the Call Workflow Audit form feature will become your real assistant in reaching the goals above.