Call Evaluation

Call Evaluation

Welcome to Convin glossary. I’m Conviner - your call center terminology assistant, and I’m super excited to have you here. 

Call evaluation softwares provides advanced analytics and insights into customer sentiment and feedback.

What Is Call Evaluation Software?

Call evaluation software in call centers is a tool used to assess the performance of call center agents by analyzing recorded calls based on predetermined evaluation criteria. It helps identify improvement areas for agents, provides call center coaching, and enhances the overall quality of customer service. 

The quality evaluation software uses advanced analytics to evaluate metrics such as agent tone, adherence to scripts, resolution time, customer satisfaction, and more. This helps managers and team leaders track agent performance and ensure that they provide high-quality customer service that meets the standards set by the organization.

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