How do customer service evaluation for institutions and Companies?

Customer service evaluation is one of the most prominent methods of developing the performance of customer service, technical support, and sales staff in any organization or business seeking to achieve its objectives and increase its sales and profits at the lowest costs.

There are many methods of evaluating the performance of customer service that companies rely on to develop the performance of their employees and evaluate the workflow of their contact centers. The basis of the work of these methods is to identify strengths and weaknesses in the performance of sales staff or technical support, follow-up workflow, and the extent of customer satisfaction with service and technical support. What is provided to them and how satisfied they are with your organization or business in general.

Bevatel is one of the most prominent advanced call center companies that provide integrated professional solutions and methods that help organizations and businesses evaluate the performance of customer service, technical support, and performance development departments in general.

Through this article, we will learn about the most prominent and most prominent methods of evaluating calls and the performance of employees in call centers, Let’s go.

Customer service evaluation Methods

Advanced call center solutions from Bevatel include many features and tools that help you evaluate the performance of customer service, and sales in a more professional way.

The call center system from Bevatel includes tools to help you evaluate the performance of the call center and the customer relationship management system.

It also includes features and tools that help you track the workflow of your call center periodically. And then evaluate and develop the performance of employees.

Bevatel also provides other solutions to evaluate the performance of customer service, and sales support departments, such as the employee evaluation service after the call, which we will learn about in the coming paragraphs.

We can explain the most prominent methods of evaluating the call center and customer service in the following points:-

Evaluate the employee after the call
Live monitor Panel
System Reports for Customer service evaluation
Customer Relationship Management System

1- Evaluate the employee after the call

Bevatel Advanced Cloud Call Solutions offers customer service, or sales evaluation service after the call ends.

The customer service evaluation service “after the end of the call” enables you to know the reactions of your customers regarding your customer service, and sales staff.

You can use this service not only to monitor the reactions of callers towards your employees but also you can use it to monitor the reactions of customers towards your services and products and towards the service and technical support provided by your call center to them.

You can take advantage of this service through the IVR service and develop a scenario that includes voice messages for the caller to choose whether or not he is satisfied with the employee, the service, or the technical support provided to him.

Or by using a self-dial service, automatically connecting to caller lists after the call ends, then playing voice messages with options for the caller to choose whether or not they are satisfied with your organization or business.

2- Live Panel

Bevatel Live Panel is one of the essential tools in the cloud call system because of its great importance and the many features and options it includes that enable you to view the workflow of the call center directly, moment by moment.

Bevatel Live Panel enables you to view all the ongoing calls (whether outgoing or incoming) and the details of each call, the caller’s number, the duration of the call, and the customer’s requirements.

Bevatel Live Panel allows you to view the status of each employee of customer service, or technical support and to know:-

Does he have a call, on a break, in a meeting, busy, or out of work?

This Panel also enables you to view the waiting lists and the waiting period for each employee, or you can transfer any call to a specific employee or department.

Through the Live Panel, you can listen to any call and talk to the employee in private without hearing the caller’s correct info for him or direct him in general.

You can also end a call for any purpose or withdraw the call to speak with the caller and other details that enable you to see the workflow of your organization’s call center or business.

Live Panel is an essential cloud customer service evaluation method, as it allows you to see real-time workflow and customer service, and technical support staff performance.

It then helps you identify strengths and weaknesses in employee performance and then develop a plan to develop staff performance and even achieve the goals of your organization or business.

These details enable you to evaluate the performance of each employee, identify his strengths and weaknesses, and evaluate the call center in general. And then, these reports help you develop staff performance, achieve the goals of your organization or business, and even increase sales and profits.

3- System Reports for Customer service evaluation

The cloud call center system provides you with integrated and professional reports on the workflow of your call center and the performance of your customer service, and technical support staff.

Bevatel system reports enable you to get an overview of the call center of your organization or business through the comprehensive statistics and details included in these reports about all the departments of your organization.

Through the system reports, you can get comprehensive statistics about:-

The number of calls made and received by each employee
Number of missed and missed calls
Number and duration of working hours for each employee
The number and duration of breaks for each employee

This system also provides you with comprehensive reports about all outgoing and incoming calls to your call center, including the date and the call duration, the caller’s number, and the status of the call (whether the caller or the employee ended it).

You can also listen to incoming and outgoing contact center calls and download these downloads to your computer.

In addition to the above, the system reports provide you with comprehensive details about waiting times and their duration, the average duration of all calls, and the average talk time.

In general, Bevatel system reports are considered one of the best methods for evaluating call center performance because they provide statistics, information, and integrated professional details about sales and customer service and technical support employees.

4- Customer Relationship Management System

Bevatel CRM system enables your sales staff to conduct and execute all sales processes, from catching potential customers, issuing and sending them financial offers, passing by the negotiation stage, convincing them of your products or services, to issue and sending them the final invoices.

The customer service management system enables you to follow the workflow of the sales staff in your organization or business, and even where you can see all the sales operations and tasks of each of your employees.

Through this system, you can see all the successful sales operations completed by each employee, view the sales that were not completed, and see the sales opportunities for each employee and interested and uninterested customers.

This system of obtaining an overall view of the workflow of your sales staff, identifying their strengths and weaknesses, and developing a plan to develop and improve performance, increase sales and profits, and achieve the goals of your organization or company.

In general, Customer service evaluation is one of the most prominent advanced cloud call center solutions that Bevatel provides to organizations and commercial activities to enable them to develop and improve the performance of their employees and help them gain the satisfaction of their customers, achieve their goals and increase their profits.