Call Center Performance
Management Software
to Empower Your
Supervisors
Track your vital KPIs, always be aware of how your reps are performing, improve your call center performance management with AI and automation, and make more informed decisions based on data-driven insights.
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Optimize Your Contact Center
Performance Management with VoiceSpin
Stay on Top of Your Call Center Operations in Real Time
How many calls are being handled right now? How many calls are in the queue? How many agents are currently on calls? Answer these and many other questions by gaining real-time insights into your call center performance and operations with the real-time dashboard.
Track Your Most Critical KPIs and Drive Actionable Improvements
Measure and track your contact center performance over time with historical reporting, spot trends and process inefficiencies, and improve where necessary to ensure consistent service levels or better effectiveness of your outbound calling campaigns.
Leverage AI Speech Analytics to Streamline Your Agent Performance Monitoring
Accelerate your call center performance management by capturing and evaluating 100% of customer interactions with AI-driven speech analytics. Lighten your supervisors' workload and automate your agent performance monitoring with AI call summaries and custom metrics.
Provide More Targeted Coaching to Ensure Agents Perform at Their Best
Instantly spot issues and knowledge or skill gaps preventing your reps from performing at their best and identify individual training needs. Deliver more targeted, personalized coaching your agents need to boost skills, strengthen expertise, and maximize your team’s efficiency and performance.
Integrates with the CRM
System of Your Preference
Automatically log all calls in your CRM. VoiceSpin contact center performance management software natively
integrates with the leading CRM systems, including Zoho, Salesforce, HubSpot, and dozens more.
Agent Performance Management Software
Features Your Team Will Benefit from
Custom Reporting
Customize call center reports based on your specific preferences and track only what’s important to your business with custom reporting and analytics.
Live Call Monitoring
Enable your managers and supervisors to listen in on active calls and hear first-hand how their reps handle customer interactions with real-time call monitoring.
Call Recording
Record customer calls, securely store them in the cloud, and use call recordings to showcase how seasoned reps handle specific call types during training sessions.
Call Transcription
Get your customer calls automatically transcribed to have the entire context of each conversation whenever needed without having to listen to call recordings.
AI Call Summary
Generate concise AI call summaries that capture the most important aspects of every call to automate and speed up your call center performance monitoring.
Custom Metrics
Spot keywords and specific phrases mentioned by agents or customers during calls, save your supervisors time, and eliminate manual performance monitoring.
Maximize Your Call Center’s Efficiency with AI-Driven Call Center Performance Management
Book a free, no-obligation discovery demo call today to learn more about VoiceSpin’s call center performance management solutions and see how they can help you simplify, automate, and optimize the entire performance monitoring and management process in your call center.
BOOK A DEMOFrequently asked questions
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What is performance management in a call center?
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. -
How does call center performance management improve customer experience?
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.) -
What metrics and KPIs should I measure in a call center?
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. -
How does AI improve call center agent performance management?
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.
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