Agent Performance Index Service

Agents are your most valuable call centre asset and you probably have many methods of judging their performance. Some methods will use call centre statistics and some will be subjective and based on management judgement. However, the Agent Performance Index service from VIRTUATel, uses direct feedback from your customers, after they have finished the call.

Truly, the “Voice of Your Customer” .

On agreed dates, every participating agent asks every caller if they will take a short survey. On completion of the call with the customer, they are transferred to our survey platform, the agent enters their agent ID and transfer the caller to our survey. 

You then tell us how many calls they handle each day and as we know how many callers accepted the survey offer, we then create a report for each day that shows every agent's caller to survey ratio. This avoids any agent bias that is possible if they selecting who to invite (or not).

From these surveys, we create an ongoing Agent Performance Score for each agent and team.

You can view the API score and listen to verbatim comments, via our web based reporting site. The verbatim comments can also be downloaded and passed to managers and agents.

This Index Score grows as each survey day and periodic survey run passes, giving you a graphic indication of their progress, in the eyes of your customers.