When you employ hundreds or thousands of staff it can be difficult to recognise which staff are the most effective and which are in need of some coaching.
Using the monitoring and reporting capabilities of X-Ops it is possible to:
- Compare an individual's against their peer group.
- Identify performers at each end of the spectrum.
- Identify top sellers based upon inbound or outbound calls and compared against customer profiles.
- Recognise staff that are failing to handle complaints effectively.
- Monitor the rate of refunds or staff offering gestures of goodwill and compare these against customer profiles.
- Monitor staff efficiency when using multiple systems.
- Replay actual user sessions as an aid to training.
