Phone Call Evaluation
Evaluate the phone calls that your employees are having with your customers. Give feedback, and pinpoint areas which could be worked on to improve the customer service as a whole.
Working alongside Cxceed's Customer Feedback, phone calls are automatically highlighted when they require your attention. You can then evaluate the call, and give personal feedback on what was good, and what could be improved.
Using Cxceed means that you don't need to listen to every call, letting you focus on the communications which need it, so you can spend time where it's really needed.
Create Evaluation Forms
Create questions, or use pre-made templates, so every one can follow the same marking structure.
For example, "Did the agent mention the name of the customer at least twice?"
Assign Who Evaluates
Evaluations can be assigned to managers, supervisors, colleagues, or even the individual who had the call.
Involving everyone in the process encourages continuous learning and development.
Whenever a call needs to be evaluated, simply click, the evaluation form will appear, and your phone will automatically ring to listen to the call.
Users with the correct permissions can also assign others to evaluate the same call.
Progress for individuals, teams, or departments is stored in the Report Hub which displays easy to read, printer friendly analysis so you don’t have to spend extra time figuring out what all the numbers mean!
Start Evaluating Your Calls Today!
When you sign up to Cxceed, you get access to phone calls evaluations, as well as the ability to evaluate any other area of your business, such as emails and live chats!
To get started, simply click below, or book a 1-to-1 demo with one of our evaluation experts to see exactly how it all works.