Agent Rating Software Use Cases

Mr. VoIP's Agent Rating tool, built on top of 3CX, lets call centers put a fair rating system in place and monitor agent performance in real time through customer feedback collected after every call.

• Fair rating system for an employment practices organization

  TAFEP, which promotes fair, responsible and progressive employment practices across Singapore, deployed the agent rating tool to achieve equitable performance evaluation — collecting post-call customer ratings and giving supervisors detailed reporting and filtering capabilities. Customers rate agents after the call through an automated system that recognizes and stores their input.

  Portal features

  • Login screen for supervisors
  • Customizable menu options
  • Survey report page with date and agent name filters
  • Survey summary showing rating percentages
  • Agent map (extension-to-name mapping, managed by the admin)

• Agent performance monitoring for a major news distribution company

  Direct Selling News, the sixth largest channel news coverage agency in the world, integrated the rating system at its Malaysian office with multi-language support, plus a clipboard function that streamlined CRM access for agents. The Malaysian office combines 3CX on-premise with Mr. VoIP's rating system.

  Enhanced features

  • Language selection routing
  • Copy to clipboard for customer numbers, for quick CRM access