Customers’ response helps to evaluate employees’ phone performance. Employees' performance are evaluated using a voice loggingsystem. The call center agents’ conversations with the callers are recorded by the voice logger. The trainer may pull 15 minutes of recordings on each callcenter agent and then they both listen to the calls that were handled. The trainer evaluates their tone of voice, how they handled that account, if the phone number was repeated back to the caller, and if they asked the caller to spell their last name. And if you think you are following this procedure, you will certainly get positive comments about your service.
You can pull call centre agents’ statistics out of your equipment everyday, look at the total logged-in time, in-rotation time, talk time, average hold time, number of messages taken compared to number of calls answered, and average ring time. Looking at in-rotation time and logged-in time shows how long the call center agent are in rotation and answering phone calls.
If an employee shows up at work on time and is in-rotation for most of their shift, answered a lot of calls and took messages, they should be paid more than the employee who was in rotation but let calls roll off their screen to another customer service representative. It would be nice if each employee would start at a base rate. It would be up to them to determine how much they want to make per hour.
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