If you are having your calls recorded but aren’t sure about how to judge whether your employees are doing well over the phone or not, you could definitely benefit from call scoring.
Call scoring allows you to give your employees a score based on the ways they interact with your customers over the phone. And, because many call scoring services allow you to input the results and keep track of them, you will be able to reward your employees efficiently for their progress.
How Does Call Scoring Work?
Typically, when you sign up for a call scoring service, they allow you to create a customizable call scoring template, after giving you suggestions for the criteria. Once you have the template figured out, you can listen to the phone calls your employees have answered and judge them based on the criteria you chose. Giving them a point value enables you to accurately measure their performance.
This, obviously, only works if you have recorded phone calls to work with. Most call scoring services will also have call recording capabilities that you can implement. That way, all the calls that ever come into your business will be recorded and will be easy to access online.
How Would Call Scoring Help My Business?
Even if you have recorded calls, it might be difficult to accurately judge and measure an employee’s performance. Call scoring makes it easy.
Once you implement call scoring for your company, you can show your employees how they’ve been doing and take the necessary steps if their performance has been subpar. This way, you make sure that all interactions with your customers go the way you want them to.
Also, if you are too busy to listen to all the phone calls and score each of your employees, there are services that can do that for you.
Interested in having call scoring for your business? Call Performance Driven Marketing today at (801)-326-0582!