Each call evaluated generates an assessment form which scores every aspect of the call. Call assessment forms are designed to reflect your business needs and can be updated as often and as quickly as necessary. Call assessments can also be formulated to work with current internal or external monitoring programs to allow for accurate statistical comparisons.

Call assessment forms can evaluate the following aspects: procedural and technical accuracy, telephone information, and phone manner. Procedural accuracy addresses specific scripting issues, including opening and closing, information acquisition and verification, and general procedural knowledge. The telephone information section records the number of rings until connect, the number prompts encountered, length of queue, and call duration. Technical accuracy evaluates the accuracy and thoroughness of responses to specific product and service questions. This section can include the question asked and the actual response given by the representative. The phone manner section assesses the overall manner displayed by the representative throughout the call. This section includes courtesy and professionalism, voice clarity and tone, and problem handling skills. Each assessment also includes a section for descriptive comments to summarize the call and to elaborate on specific issues that may arise during the call.

Summary Reporting consists of a series of organized reports, ranging from line by line ratings, to section ratings and prose analysis. These reports analyze each aspect of the assessment form in both detail and summary form. Summaries can be organized to display current performance; show where improvements have been achieved since prior assessments; and to provide comparisons by question, by representative, and by department. All summary reporting can be done on a weekly, monthly, or quarterly basis. Management reports, non-prose analyses, and quarterly reports are provided at no extra cost. Yearly reports and summaries, historical reviews and prose analyses are available for an additional fee.