Call Center Performance
Management Software
to Empower Your
Supervisors

In call centers and contact centers, performance management involves the continuous process of monitoring, evaluating, and improving the performance of call center agents through reporting, analytics, and call center QA tools. That helps you identify agent knowledge or skill gaps and where your processes need improvements. Based on reporting insights, you can implement meaningful changes, adjust your agent training and coaching initiatives, and ensure your call center meets its operational goals.

Delivering high-quality customer service experience and maintaining high customer satisfaction levels is the ultimate goal of any customer-oriented call center. Continuous performance monitoring helps you identify issues, agent skill gaps, or process inefficiencies that prevent your team from delivering the level of CX customers have come to expect. And when you know what isn’t working – you can take timely steps to improve it (e.g., train agents on specific skills, implement agent assist tools to improve FCR and reduce AHT, etc.)

That ultimately depends on your objectives and call center type (inbound/ outbound). For example, inbound call centers that mostly deal with incoming inquiries would want to measure customer service-related Key Performance Indicators (KPIs) and metrics like the average handling time (AHT), first call resolution rate (FCR), call transfer rate, call abandonment rate, customer satisfaction score (CSAT), and others. Alternatively, outbound call centers would typically want to measure call answer rate, dropped call rate, conversion rate, first call close, cost per call, and other outbound-related metrics.

When AI comes into play in agent performance management, the entire process becomes more streamlined and much more efficient. AI-driven performance management solutions can automate and optimize it by monitoring and evaluating 100% of your interactions and giving you much deeper insights into the performance of your contact center agents and the efficiency of your call center operations. E.g., VoiceSpin’s AI Speech Analyzer can automatically monitor all your inbound and outbound calls, generate AI call summaries, and track specific keywords and custom metrics, helping you streamline and enhance your performance management.