Research shows that there is a direct correlation between the frequency of Coaching and feedback and the Performance of Agents.

There is further evidence that the more objective the evaluation and feedback the better the results achieved.

Our Agent Evaluation Software enables the user to objectively Analyse Calls and keep a complete and accurate record of those performance as well as those issues discussed in each session.

A complete picture of performance can be accessed at any time. As well as details of Call Quality and the content of coaching sessions, every aspect of performance can be accessed or imported comparing the performance of individual agents, teams or the Centre as a whole.

Elements such as ACD data and Sales results can be imported to provide an ongoing and readily available picture of Business Performance.

The system can investigate performance and produce data using a variety of criteria such as individual agent, team, complete centre, skillset, date, shift, recruitment group, gender or marking coach.

CoRes can be tailored to your needs - it can be integrated with a recording system or as a stand-alone system.

See also: Technical Requirements

Read more: Let us monitor your service independently with our benchmarking and face to face benchmarking services.