Training
Veritape call recording helps your team to present a consistent corporate image, demonstrate excellent product knowledge and competently handle customer enquiries.
Our Call Scoring module will help to regularly measure all these areas and then feed back findings to your team. The results will be continuous improvement for both your staff and your training processes.
Increase the efficiency of your training processes
- Remove unproductive time during “live monitoring”, where your Supervisors currently wait for an Agent to take “the right call” for assessment. ‘Rewind’ calls 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. Veritape gives accurate performance measures, because calls are recorded without changing Agent behaviour.
Increase the effectiveness of every review session
- Veritape Call Scoring can provide your Agents with the ability to assess their own calls. This can dramatically reduce tension between Agent and Supervisor, and increase training effectiveness.
Better evaluate training needs & effectiveness
- Veritape Call Scoring will allow you to easily identify training requirements for an individual Agent and groups. Following training, you can directly measure performance changes – individually or as a group.
Standardize assessment levels
- Veritape will make sure that all Supervisors are measuring performance on a standardized basis, giving objective assessments across all teams.
Measure the effectiveness of training courses
- You will be able to clearly see changes in performance following a training course, for both individuals and teams.
