Customer Service Evaluation

What are the methods of customer service evaluation from Bevatel?

They are professional methods that Bevatel provides to the contact centers of institutions and activities. So, they can monitor the workflow of customer service, technical support, and sales staff and evaluate the performance of their employees more professionally and efficiently.

Bevatel provides several methods that companies and commercial activities can rely on to evaluate the performance of their employees, including methods used by customer service managers and project managers themselves to follow the progress of work, moment by moment, and with reports.

We can mention the latest methods of evaluating call center employees in brief points as follows:-

• Evaluate the employee after the call
• Live Panel screen
• Performance Reports

Evaluate the employee after the call

The employee evaluation service after the call is one of the latest methods of customer service evaluation that institutions and commercial activities can rely on to know the reactions of customers and callers and their opinions towards the method of the customer service employee, sales or technical support, the service provided to them, even the company and its services and products in general.

Bevatel provides this service through several professional, fast, and cost-saving methods, which we explain as follows:-

• (a) Automatic call to customers after the call ends
• (b) Sending a text message

(a) Automatic call to customers after the call ends

You can use the Auto-dialer system to contact customers at specific dates after the call ends and play pre-recorded voice messages that include a set of options and questions that the customer answers to indicate his satisfaction with the service provided to him and his satisfaction with the way the customer service employee or the company. For example:-

• Welcome to Bevatel
• This call is recorded, and its purpose is to improve the level of service and to know your satisfaction with customer service and the services and products provided to you
• If you are satisfied with the service, please press (1)
• If you are not satisfied with the service, please press (2)
• Write how you rate the performance of the customer service employee from 1 to 10

(b) Sending a text message

Many institutions and commercial activities rely on the SMS service as one of the methods of Customer service evaluation by sending text messages to customers after the end of the call. These messages include a questionnaire containing a set of questions that the customer answers and shows how satisfied he is with the performance of customer service staff and the company’s services and products in general.

Live Panel

• The Live Panel is one of the most prominent tools of the cloud call center system from Bevatel, which thousands of institutions and businesses utilize to follow the progress of customer service, sales, and technical support departments periodically, in a cloud, in a faster and more professional way.
• Through the Live Panel, you can view the status of each employee of your call center and know whether he is busy, on-call, on break, in a meeting, or out of work.
• The Live Panel also enables you to view the queues, know the waiting period for each caller and their number, and know the duration of ongoing calls for each employee of sales, customer service, and technical support.
• The Live Panel allows you to listen to any ongoing calls without the caller or customer service personnel knowing.
• This panel also allows you to direct customer service, sales, or technical support employees or correct information to him, in private, without the caller hearing.
• The Live Panel is not only a Customer service evaluation tool. But it also helps you to control the call center of your organization or business. This screen allows you to withdraw the call to speak directly to the caller or redirect the call to another employee or the voice mail or answering machine or hang up.
• Finally, the Live Panel provides you with a general and real-time view of the workflow of the call center of your organization or business. And then, it helps you evaluate the performance of each employee, identify weaknesses and strengths, and develop a plan to improve and develop their performance.

Performance reports

• The cloud call center system from Bevatel provides you with integrated professional reports on the workflow of the call center of your organization or business and comprehensive statistics and details of the performance of customer service, sales, and technical support staff.
• Bevatel system reports provide you with statistics on the number of calls made and received by each call center employee and the duration and date of each call.
• The system reports include comprehensive statistics about the number of working hours per employee, breaks for him, the average call duration, the average waiting time, and the status of each call, whether it was terminated by the caller or terminated by your customer service employee.
• Through the reporting system, you can listen to the recordings of the call center calls for the last 30 days, and you can also download these recordings to your computer.
• Finally, you can extract these Customer service evaluation reports provided by the cloud call center system from Bevatel in the form of PDF files to view the workflow of the call center in your organization or business, evaluate and develop the performance of your customer service, sales, and technical support staff, and even achieve your business goals and increase sales and profits.