Evaluate an agent’s call to assess performance.
Record a sampling of calls per agent or group to assess their performance. Call evaluation standards can be customized to focus on key agent behaviors and activities, allowing managers to identify positive agent activities as well as specific areas needing improvement
Provide specific feedback and coaching to agents.
Managers can review the call together with the agent, highlighting actual examples from the call to illustrate key learning points. Oreka QM also allows managers to create custom coaching agreements with specific performance goals.
Measure results over time and across multiple agents.
Oreka QM reports provide managers with unique insight into performance trends and training needs. This information is critical for informal call centers that typically do not have a high ratio of managers to agents.