Telrex introduces CallRex Agent Evaluation.Telrex, a developer of VoIP call recording and monitoring software for small and medium-sized Me´di`um-sized` a. 1. Having a medium size; as, a medium-sized man s>. Adj. 1. medium-sized - intermediate in size medium-size, moderate-size, moderate-sized businesses using IP-PBXs or hosted PBX (Private Branch eXchange) An inhouse telephone switching system that interconnects telephone extensions to each other as well as to the outside telephone network (PSTN). services, has announced the release of CallRex Agent Evaluation, a solution designed to provide small and medium-sized call centers with an affordable and easy-to-use tool to improve agent performance. The three-step CallRex Agent Evaluation process begins with a manager evaluating an agent's phone call against pre-defined criteria criteria (krītēr´ē  ),n. , also know 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 TO ATTACH, crim. law, practice. To an attachment for contempt for the non- take or apprehend by virtue of the order of a writ or precept, commonly called an attachment. It differs from an arrest in this, that he who arrests a man, takes him to a person of higher power to be disposed of; excerpts of the recorded call to the evaluation, providing an agent with the ability to listen to specific examples of their performance. 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. Finally, 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 can gain insight into performance trends and agent training needs. [ILLUSTRATION OMITTED] www.telrex.com/callrex_ae.htm |
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