Agent Evaluation, Coaching, Training, and Analytics
Efficient evaluation. Personal coaching. Focused training. Powerdul analytics. Redletter can help you tackle all this and more with CenterPlus
 CenterPlus is more than an agent evaluation tool—it’s actually a suite of products that help you ensure your team is providing superior service. Built upon the versatile Encore recording engine, CenterPlus combines the agent coaching of Encore and the robust eporting of Portfolio, our analytics and report delivery tool that seamlessly interfaces with Crystal Reports.
Your Business success depends on the excellent service your agents provide on every phone call, fax, email or web chat. With the power and flexibility of CenterPlus, you can tailor the system to meet you individual business needs and help your agents and you business succeed.
- Get the whole picture. Record all areas of your multi-channel contact center including voice only, voice with screens, email, and/or web chat interactions.
- Record only what you wnt. Whether you need 100% of your customer interactions recorded for liability or a smaller sample for coaching or compliance, CenterPlus can meet your needs.
- Share critical information without sacrificing security. You control the information users see, the reports they can access and how they handle the report.
- Efficient screen real estate saves you time. Side-by-side placement of the screen recording and the evaluation form eases the evaluation of data processing tasks.
- Flexible form tools serves your needs. Create customer forms that can capture the key performance indicators you need.
- Gather and analyze critical marketing information. Leverage you call center’s effort by collecting important marketing and customer satisfaction data to relay to product management, manufacturing or other areas of your enterprise.
- Calibrate agents&rs scores. Multiple evaluators can review a single call in order to standardize an agent’s score.
- Create custom reports. Portfolio provides 26 standard reports that enable you to pull data based on an agent, team, site, form, scoring subsection, question and/or time frame. Don’t see what you need? You have the ability to creats you own report template.
- Disrtribute reports automatically. Save time and effort using Portfolio’s report scheduler. The system automatically sends reports to whomever you designate on a daily, weekly or monthly basis. No need to continually remind your staff to send those reports.
Increasing the knowledge and skill of your agents has a positive impact on every metric in your contact center. |
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Now that you have done your evaluations, how can you use this data to improve your contact center metrics?
Increasing knowledge and skill of your agents impacts every metric in your contact center.
Our reporting package enables you to pull your data and present it in a way that makes sense to you.
Now you even can automatically deliver these impact reports to the people that can act on the telling results. These reports can be delivered automatically on daily, weekly or monthly basis.
Don’t let your investment in quality reviews be wasted. Use that information to impact quality of service, sales and the bottom line.
RedLetter provides a robust set of standard report templates and you have the ability to create and save your own. You can even import data from other sources (ACD stats, Workforce management, payroll, etc.) to provide a powerful view of what is really happening in your contact center. |
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| One in ten Fortune 500 companies and over 25% of the largest outbound teleservices agencies trust our products. |
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Iif you have questions about call center reporting or call recording, Contact Us for a no-obligation consultation with a call recording expert.
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