scorecards & evaluations

Encore CenterPlus™ is a powerful quality monitoring and agent coaching solution designed to help improve agent performance and supervisor productivity.  

Smart, interactive, and customizable, Encore CenterPlus:

  • Allows you to create agent scorecards that align your KPIs with the goals of your organization
  • Evaluate and score agent performance in real-time
  • Gather and analyze critical marketing information
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Keeping employees motivated is important in any environment. Nowhere is this more evident than in the contact center industry, where the average agent attrition rate is 30%. Companies can decrease agent attrition and increase agent satisfaction and performance with a healthy mix of empowerment, technology, and targeted training.

Align Goals

Supervisors can build and modify custom scorecards to include only the KPIs that they want their agents measured against. While reviewing a recording, supervisors can rate an agent’s performance on each specific portion of the customer interaction, including the greeting, product knowledge, terms and conditions, and closing. This information enables supervisors to pinpoint the areas where an agent may need additional coaching or mentoring.

Improve Performance

With Encore’s voice and screen capture capabilities supervisors can listen and watch each conversation as it unfolds—providing them with insight into the entire customer interaction. After scoring the interaction, supervisors can e-mail the evaluation and recording to the agent, along with a coaching clip as an example of best practices. Timely feedback and coaching is essential to a agent’s performance.

Gain Intelligence

The data pulled from CenterPlus brings statistical reports to life. Based off of customer satisfaction and feedback, organizations not only learn which offers are successful or which scripts need modifications, but they also learn how well customers rate the quality or value of a product or service. By relaying this kind of business intelligence throughout your organization, you can help the contact center reach its potential as the hub of customer contact.