System and method for evaluating agents in call center

A method of monitoring performance of agents in a call center comprising the steps of:

• receiving a call within a call center having a plurality of agents, an automatic call distributor (ACD) server for routing calls to individual agents based on the proficiency skills of the agents, an interactive voice response (IVR) server that is functionally integrated with said IVR server, a structured query language (SQL) server having an associated historical database for call center statistics, and a supervisor computer located at a supervisor station that is in communication with said ACD server and SQL server and associated database;
• determining the requested type of service for the call to determine what skills are required for answering the call;
• routing the call to an agent that has the highest proficiency level for the skills required for answering the call based on the requested type of service;
• after the call between an agent and caller is completed, transferring the call to the IVR server and soliciting responses to allow the caller to rate the performance of the call center and agent, wherein said answers are numerical entries in response to rating questions from said IVR server;
• in the event that a numerical entry is indicative of a poor rating, transferring the caller to a supervisor at the supervisor station for personal questioning of said caller;
• and
• forwarding from the SQL server and associated historical database any historical statistical data relating to the agent that handled the transferred call and associated call center operation.

A call center system that monitors agent performance comprising:

• a call center switch for receiving incoming calls;
• a plurality of agents for receiving incoming calls;
• a structured query language (SQL) server having a historical database of call center statistics;
• an interactive voice response (IVR) server for soliciting responses from a caller relating to a requested type of service and for caller rating of an agent and the call center;
• an automatic call distributor (ACD) server connected to said call center switch and functionally integrated with said IVR server for routing calls to the plurality of agents;
• and
• a supervisor station in communication with the ACD server and SQL server;
• wherein after a call is completed between an agent and the caller, the call is transferred to the IVR server for soliciting responses from the caller as to the performance of the call center and agent, wherein the answers are numerical entries in response to rating questions, and in the event that a numerical entry is a predetermined value indicative of a poor rating, the call is transferred to the supervisor station for personal questioning of the caller by a supervisor and supervisor analysis of historical statistics that have been retrieved from the historical database.

A call center system that monitors agent performance comprising:

• a call center switch for receiving incoming calls;
• a plurality of agents for receiving incoming calls;
• an interactive voice response (IVR) server for soliciting responses from a caller relating to a requested type of service and for caller rating of an agent and the call center;
• an automatic call distributor (ACD) server connected to said call center switch and functionally integrated with said IVR server for routing calls to the plurality of agents;
• a supervisor station in communication with the ACD server and SQL server;
• wherein after a call is completed between an agent and the caller, said call is transferred to said IVR server for soliciting responses to allow the caller to rate the performance of the call center and agent, and in the event that a response is indicative of a poor rating, the call is transferred to the supervisor station for personal questioning of the caller by the supervisor and generating real time reports.