Performance reviews
Performance evaluations with a call recorder
A performance review accomplishes two purposes. First, it is a means of providing motivation to change by rewarding superior performance and improving poor performance. Second it provides a non-arbitrary method of identifying what needs improvement. Performance reviews can help give direction to employee training programs. Performance evaluations of an entire department will allow management to determine the relative strengths and weaknesses of the department as a whole. Then objectives can be set for employee training. When Performance reviews are run again the results can be compared with past results and new objectives set. The final result will be consistent and measurable improvement.
Improve employee performance & motivation
Employees that primarily deal with customers over the phone can be given performance reviews easily with a Versadial call recorder. Supervisors can schedule performance reviews as often as they like, then listen to a set of calls for each employee and quickly grade them based upon their own custom call grading tests. These tests are easy to make in VS Logger, and once made a call can be graded in seconds within VS Logger while the call recording is playing back. The combined scores for a particular employee or the entire department can be output as a printable PDF report and then used as an outline for the performance review. These reports show not only how well the employee is doing in each area, but if they've improved over the period, and how well they stack up against the average score for the department. Once employees have a performance review with such an easy to understand methodology, they will know exactly how to improve for the next review and can follow their own progress by listening to their own recorded calls and their grades on their own computer.
Departments where performance management is important
- Call centers
- Service & Support departments
- Sales departments
How VS Logger makes performance reviews easy
VS Logger call recording software is easy to use and can be installed on any Windows-based PC on your network, or even over an Internet connection. Supervisors can learn to use the software's basic playback and grading features in a matter of minutes. VS Logger allows you to design your own performance appraisal based upon the criteria most important to your organization.
A sample performance appraisal test in VS Logger might contain simple yes/no questions such as "Was the customer's contact information verified" or more subjective questions graded on a scale such as "Was the employee courteous?." Each criteria you create in your custom performance appraisal can have it's own weighted score putting weight on the accomplishment of your most important objectives. Once you've made your own performance evaluation in VS Logger you can grade any call recording in a single click. Likewise, when you do your next performance review you can create a report for each employee that will average all the scores from every call you've graded. Your supervisors can use these performance reports to give feedback, plan employee training, and motivate employees.
More reasons to record calls >>