Evaluate your agents' performance effectively and objectively to accelerate their development.
Conduct transparent and objective analyses based on live interactions, providing detailed evaluation reports that agents can trust and confidently accept.
Implement data-driven strategic planning and decision-making processes to enhance your call center's efficiency using detailed analyses of agent performance.
Leverage the power of call and screen recording technologies to conduct thorough and 100% objective evaluations of agent performance from all angles.
Easily and quickly create your own evaluation forms, or customize the provided standard forms to meet your needs and requirements.
Evaluate agent or campaign performance based on various criteria, such as individual questions, greetings, communication approach, call segments, and more.
Conduct reliable analyses by comparing agent performance against benchmark values, and evaluate campaign performance by comparing it across time periods or against each other.
Improve your call center’s quality by consistently enhancing agent and campaign performance through regular evaluations and calibrations.
Easily integrate our evaluation tools with your existing call center systems for a smooth transition and enhanced quality assessments.
Analyze agent performance, implement training, and improve call center quality with Onsoft Agent Performance Evaluation
Agent evaluation measures the quality of individual employees’ customer interactions against defined criteria. This makes strengths and development areas visible and allows coaching to be targeted precisely.
Each company defines the criteria itself - for example conversation handling, solution quality, friendliness and adherence to guidelines. onsoft maps these evaluation catalogues flexibly.
Through consistent evaluation forms, transparent criteria and the ability to back each assessment with the corresponding recording. This creates transparency for agents and evaluators alike.
Yes. Combined with speech analytics, parts of the evaluation can be automated, so significantly more conversations can be reviewed than with purely manual spot checks.
Yes, when set up correctly. Transparency, clear criteria and involving employee representation are important. onsoft provides the technical building blocks; each company defines the specific setup together with its data protection function and works council.
