How We Evaluate Our CSRs

By now you’ve probably heard quite a bit about the excellent software and technology that makes TeleDirect Call Centers truly special, but the real secret to our success is professional, friendly and efficient service offered by our customer service representatives (CSRs). Our CSRs are thoroughly trained to provide the finest customer care and are evaluated every two weeks so that we know they are doing the finest work possible to help your business and its call center needs.

These bimonthly evaluations, which happen face-to-face between CSRs and team leaders, focus on all metrics of service success. These meetings have a very positive impact on our attrition rate, which currently stands at 12 percent, an outstanding number considering the industry average is 30 percent. Since our employees know how they’re performing in real time, they’re able to quickly remedy any performance problems they might have.

Much of our evaluation process is done on an online dashboard, which provides a forum for training, coaching, feedback, and statistical analysis. Statistics that can be tracked include employee attendance, quality score, personal efficiency, break time, and lead percentage. All of these areas are discussed during the bimonthly evaluation meetings, and any areas that need improvement will become the subject of action plans that the leader and CSR agree on to help accomplish personal goals. 

While most call centers expect supervisors to spend 75 percent of their time on paperwork and 25 percent of their time on coaching, TeleDirect believes those numbers should be reversed. As our administrative tools allow paperwork to be completed quickly, our supervisors are able to spend more time personally instructing our CSRs. 

When the evaluation forms are completed, team leaders are able to use our efficient online dashboard to mark whether the CSR is meeting expectations in each individual area, whether they suggest action plans for improvement and whether the CSR is below, meeting or exceeding overall expectations. Warnings can also be attached to the evaluation form if necessary. 

Once these evaluation forms are completed, the meeting between the team leader and the CSR takes place. The CSR and supervisor then go over the evaluation form and any action plans for improvement. 

This constant coaching method is key to TeleDirect’s success as a call center and is how we are able to offer the highest quality of customer service. When you work with TeleDirect, you can be assured that our CSRs have not only received standard introductory training, but are being coached on a constant basis to maintain a high level of performance.