This class will explain the tools for auditing and scoring a call. You will learn an objective method to scoring calls. this method allows repeat and reproduce your call scores so that the agent is given consistent advice. This class will explain the philosophy behind the scoring. You will understand how to execute cause and effect analysis so that you can coach your team on the problem not the symptom.

Supervisor Call Scoring Tools

Call Scoring from Agent’s Perspective

Supervisor Call Scoring using the tools

Call scoring example

E06

Cause and effect Analysis