CallRex Agent Evaluation is specifically focused on maximizing the bottom-line of informal call centers through agent coaching and continuous learning; until CallRex Agent Evaluation, similar tools have simply been too complex and expensive for smaller businesses.

CallRex Agent Evaluation - Three-Step Process

Evaluate: The three-step CallRex Agent Evaluation process begins with a manager evaluating an agent's phone call against pre-defined criteria, also known as a standard. Each standard identifies the key agent activities that accomplish a call center's various objectives. As managers evaluate a call, they can attach excerpts of the recorded call to the evaluation, providing an agent with the ability to listen to specific examples of their performance.

Coach: Next, the manager and agent review the evaluation together in an interactive coaching session. The coaching session is critical for the agent in understanding their strengths as well as areas requiring improvement. In the coaching session managers use CallRex Agent Evaluation to highlight actual examples from calls that illustrate key learning points. The coaching session ends with a customized coaching agreement between the agent and manager setting specific performance goals. Through the use of measurable feedback and specific goals, CallRex Agent Evaluation requires agents to actively invest in their own training and growth. The coaching agreement becomes the basis of the next regularly scheduled coaching session as the three-step process repeats itself.

Measure: As the three-step CallRex Agent Evaluation process is repeated regularly across all agents in the call center, improvements in agent call handling skills quickly become visible. By analyzing results over time and across multiple agents, call center managers gain unique insight into performance trends and agent training needs. This knowledge is particularly important to informal call centers that typically do not have a high ratio of managers to agents.

A police department in the United Kingdom uses CallRex Agent Evaluation's three-step process to evaluate their agents' ability to listen carefully to callers and quickly establish the nature of a call; these abilities are critical to responding effectively to emergency calls. By analyzing their results with CallRex Agent Evaluation's reports, the police department subsequently identified and addressed a need to train agents in remaining calm during stressful calls.

"In the past, evaluating agents' performance was a complex and time consuming process. With CallRex Agent Evaluation the entire process has been optimized to three simple steps," says Robert Kapela, president of Telrex. "CallRex Agent Evaluation is another example of how Telrex is bringing high-value applications that were once only available to large call centers to small and medium businesses."

CallRex Agent Evaluation is integrated with CallRex Professional and joins CallRex Multi-Media in expanding the power of CallRex Professional in the formal or informal call center. CallRex Multi-Media enables computer/Internet monitoring, giving call center managers the ability to monitor and record everything agents do on their computers in addition to what they say on the phone.

For more information on CallRex Agent Evaluation and a free evaluation download, please visit www.telrex.com/callrex_ae.htm.