Call scoring is an exclusive feature of Convirza call tracking
And, it’s awesome.
When we say ‘call scoring’ what are we talking about?
Well, we’re talking about measuring specific elements of the customer interaction; in effect, what did your employee do well and what did they do poorly when communicating with the customer? These scored elements of a phone call could be related to customer service, sales skills, company procedure, company policy or marketing leads.
Call scoring gives you an easy, organized way to track the performance of your employees. You can score specific and precise elements of phone interactions. This will give you the data you need to train your employees more effectively, improve selling ability and customer service.
Again, it’s super-uber-hyper easy.
You can either use a pre-made default scorecard loaded into Convirza. For example, the AAA 5 Diamond scorecard for the hospitality industry, or the Tire Industry Association (TIA) best practices scorecard for tire retailers. You can load any default scorecard you want. Or, you can create one yourself.
The scorecards are ridiculously simple to create. I created one the other day to measure phone sales skills for a hotel. It took me 2 minutes.
The scorecards can be as detailed or as general as you wish. After all, you know what’s important in phone interactions. You know what’s vital to your employee success. And you know what’s vital for your business.
Measure whatever you want.
You can score anything you want. So you can know precisely the areas of customer and sales interactions where an employee is succeeding (or failing).
For example, on my phone sales skills scorecard, I created five criteria to score. These were:
1) Did the agent greet the customer with a cheerful tone of voice?
2) Did the agent ask for the customer’s name and use it at least two times during the call?
3) Did the agent ask open-ended questions to get to know the customer better?
4) Did the agent ask directly for the sale?
5) Did the agent maintain a positive attitude during the course of the call?
Convirza allows you to score these questions (or any other questions you customize and create) on a Pass/Fail, 0-3, 0-5 or 0-10 scale. Convirza will normalize and produce a score for the overall call.
Convirza can then produce reports that show you trends, patterns and scores for specific agents, departments and even locations. This data can be as focused or broad as you wish. For example, you could generate a report that compares two agents’ progress on question number 4 over the last two weeks. Or you could compare overall call scores for two locations.
These scores provide marketing style analytics for sales and customer service conversations. They will allow you to measure, analyze and tweak the customer interaction.
Analytics of this type have previously only been available to large call centers and gigantic corporations.
Call scoring will save you money, save you customers and lead to more sales. It will show you precisely where your employees need to improve.
Call scoring will fundamentally transform customer interactions at your business.
No longer do you have to guess why customers are upset or why certain agents aren’t selling or booking appointments. Instead, you can listen to the calls within Convirza and measure the performance within the calls itself.
You can know.
You can know why a sales agent is failing to sale.
You can know the areas needed for improvement.
You can know where to train your employees?
You can know these things and a host of others with Convirza call scoring.