TCN Adds Agent Scoring to Voice Analytics

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Voice Analytics will automatically transcribe calls and grade them based on pre-set criteria.

TCN, the provider of a cloud-based call centre platform, has added agent scorecards to its Voice Analytics features in its advanced contact centre platform, TCN Operator, to drive agent performance and efficiency.

Integrated into Voice Analytics features, agent scorecards are built to measure contact centre performance to provide feedback about call centre agents, how they are performing, how customers are responding, and how those agents are following or deviating from company standard processes. Managers can customize the scorecards based on the weighted value of each criterion.

Voice Analytics will automatically transcribe calls and grade them based on pre-set criteria. Users can set specific criteria to flag instances where agents must say specific statements required with certain compliance standards.

“With hundreds of calls happening at a call centre every day, it can be difficult to expect every manager listening to the calls to rate them the same way with no criteria in place,” said Jesse Bird, chief technology officer and co-founder of TCN, in a statement. “With the addition of agent scorecards, call centre operators can take the vagueness out of the quality grading of each call and create a system that all managers can follow. It helps create consistency in the assessments and keeps the entire team more aligned on expectations and how to continue improving.”