Call center certification providers adopt several methods to assess the quality of agents. Call monitoring and operator performance assessment are the most effective among them.
Sound Telecom, a provider of call center and unified communication services, has adopted an aggressive quality performance program under the name SuperAgent designed to monitor both call quality and operator performance.
Agent excellence is a major differentiator for call centers looking to improve their quality. Sound Telecom SuperAgent award is given to the call center agent who earns the highest number of quality call monitoring scores during the month.
By measuring both types of quality metrics simultaneously Sound Telecom develops a balanced approach to call center performance that produces excellent results and superior customer experience.
Recently the company announced that Melinda Howard is awarded the August 2012 SuperAgent Award for the fourth time this year.
According to Sound Telecom officials, Melinda’s consistent and quality performance is exactly why Sound Telecom stands apart from other call centers. Melinda is the first employee who makes it for the fourth time.
“Melinda’s positive attitude and fantastic customer service skills exemplify everything that we stand for,” said Brian Gabriel, chief operations officer for Sound Telecom, in a statement.
Melinda won the SuperAgent award this month with an overall score of 98.23 percent.
The competition was tough with several of Howard’s fellow team members achieving exceptional scores. Amy Jorgensen received second place honors with a 97.30 percent, Phil Visnaw third with 96.40 percent and Tyler Christianson fourth with 96.36 percent.
Over half of Sound Telecom’s call center agents regularly score at the highest 10 percent level of performance metrics.
By winning this title for the fourth time, Melinda achieved an important new benchmark for Sound Telecom’s service department and sets the bar very high, company officials said.
“You can absolutely count on Melinda Howard to deliver performance,” says John Dubay, Sound Telecom’s director of Call Center Operations. “Melinda can do anything she puts her mind to. We are all so pleased that she is a part of our growing team.”
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Edited by Stefanie Mosca