| Feature | Description |
|---|---|
| Call Upload & Analysis | CallSource will access recorded calls from the subscriber’s platform through an API and analyze a sample of calls based on a chosen scorecard. Results can be viewed via an online dashboard. Permission levels can be customized so both supervisors and agents can view their respective information. History, trend lines, and highest/lowest scored calls will be available for review |
| Standard Scorecards (Normal Scoring) | CallSource has industry-standard scorecards available for clients in the Automotive, Healthcare, and Home Service Industries. Scorecards are based on our Core Four Principles of a phone call: Buildi Relationships, Understand Needs, Creat Value, & Ask for Commitment. Soft Skills and Phone Protocol help identify additional nuances of the customer experience and agent conversation. Calls are typically available to review in the platform within 12-48 hours after recordings are uploaded, converted, and processed by our QA Analyst. The primary focus of this solution is for Subscribers interested in coaching for Agent Performance. |
| Customized Scorecards (Normal Scoring) | CallSource has the ability to customize scorecards based on the subscriber’s preferences. In addition to soft skills and phone protocol criteria, Subscribers have the option to include questions based on volume commitment levels. Calls are typically available to review in the platform within 12-48 hours after recordings are uploaded, converted, and processed by our QA Analyst. |
| Standard Scorecard (Live Scoring) | In addition to all the features and benefits of standard scorecards and normal scoring, live scoring reduces the turn-around-time of processed calls to 1 hour after receiving and converting call recordings. Advanced options are available including emailed Alert Notification (missed opportunity alerts) for all qualified leads that did not result in a booked call. The subscriber has customizable options to choose types of alerts they receive, specific alert reasons, and even the time of day to receive alerts. Additional reporting options are available to make it easy to reach back out to the caller and recapture the opportunity. This option is for Subscribers that are interested in maximizing qualified lead conversion and coaching for agent performance. |
| Standard Scorecards (Lite Scoring) | CallSource can provide slight customization on industry-standard scorecards. The subscriber can modify any existing standard scorecard by removing as many questions they feel do not apply to their business. In addition, the Subscriber may add up to 5 unique questions. Point values for each criteria may be adjusted to ensure key points are accurately measured. |
| 1-on-1 Coaching | CallSource provides individual call coaching sessions to improve call handler conversion rates.A CallSource Coach will celebrate successes, offer solutions, and make recommendations for improvement based objective measures of effective call handling. Sessions will review prior assessments, set SMART goals, and create an action plan for subsequent coaching sessions. Each session typically lasts up to 20 minutes. |
| Team Coaching | CallSource recommends up to 5 program participants per session. Team coaching allows your team to learn together and share best practices. Recorded call interactions between your participating call handlers and your customers will be reviewed and analyzed. Each session typically lasts up to 45 minutes. |
| Call Upload Coaching Dashboard | The Call Upload Coaching Dashboard allows you to create & track your call handlers’ (“Agents”) goals based on your specific Scorecard criteria. Tracking progress provides evidence of call handler (“Agent”) skill improvement over time. |
| Call Upload CRM Data Validation | CRM Data Validation accurately categorizes your inbound phone calls by analyzing your call records and updates the call disposition inside your CRM via your API key. |
