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Veritape Call Scoring benefits
Read about the benefits of Veritape Call Scoring below, and then click to learn more about the feature set.
Increase the efficiency of your training processes
 If you currently perform 'live monitoring', you will recognise that your Supervisors spend long periods waiting for Agents to take 'the right call' for assessment purposes. This part of the Supervisor's time is completely unproductive
Veritape Call Scoring lets your Supervisors decide when they want to hear and grade calls
And no more do Supervisors need to frantically scribble notes during a call, only to have to decode them later. Simply pause the recording, type your notes and resume when ready. Calls can be 'rewound' and playback begun again at any point, to re-listen to contentious or crucial parts of a conversation
Hear your Agents as they really are
Many businesses use 'side-by-side' monitoring (the Supervisor sits next to the Agent and listens to calls). This alters Agents' behaviour, and gives an artificial performance measure
Veritape Call Scoring provides an accurate assessment measure because assessed calls have been recorded without influencing Agent behaviour
Increase the effectiveness of every review session
Veritape Call Scoring can provide your Agents with the ability to assess their own calls
If done in advance of regular review sessions, this can dramatically reduce tension between Agent and Supervisor/Trainer, increase effectiveness of training and improve the Agent's focus on future goals
Better evaluate training needs & effectiveness
Veritape Call Scoring will allow you to easily identify training requirements for an individual Agent as well as on a group-wide basis
Following training, directly measure performance changes individually or as a group
Standardize assessment levels
Veritape Call Scoring will help you ensure that all Supervisors/Trainers are measuring performance at a similar level, leading to more objective assessment overall all groups/teams
Now click to read about the Veritape Call Scoring module's features.
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