You have to recognize that you can't always make a person happy. But you can give good service by being knowledgeable and polite, knowing the product and having confidence in what you are saying. He adds that agents at Innotrac learn to pace themselves differently with each customer. We believe in allowing people to understand that some calls take 20 minutes and that they need to match the speed of the customer, he says. Innotrac uses Witness' system to listen to and record calls, observe agents' screens and generate reports about each agent's performance.
Supervisors use an on-line form to evaluate agents.
The suite's eQuality Evaluation tool allows call center supervisors to select specific evaluations. A team of eight quality assurance specialists at Innotrac monitor calls. A call center supervisor works with this team and reports the outcome of calls to the call center's learning and development department. The quality assurance team fills out a series of evaluation forms and provides feedback after listening to recordings of calls. The supervisors generally record agents between two and three times a week.