Abbott Associates

Topic – Call Scoring

This video series will explain the tools for auditing and scoring a call. You will learn an objective method to scoring calls. This method allows us to repeat and reproduce your call scores so that the agent is given consistent advice. This video will explain the philosophy behind proper and effective call scoring. You and your agent will understand and be able establish a plan for improvement.

Call Scoring Tools

Call Scoring from Agent’s Perspective

Using the Call Scoring tools