Rating the operators
SAS takes your feedback seriously. That is why our portal gives you an opportunity to evaluate the way our operators handle your calls. The scores you provide are factored into the operators performance evaluations. We also use these ratings to help track how your script is performing, to fine-tune our training methods, and to determine if individual operators need more coaching.
One thing to keep in mind before you get started. If you listen to calls and decide that you'd like us to update your script, be sure to email those changes to firstname.lastname@example.org so that they will be promptly addressed!
Two ways to rate the operators
You can click on the Listen icon on the calls page or the call details page. The rating module will appear under the playback controls.
Alternately, you can rate an operator from the details page of a call. For this example, we'll do just that.
First, navigate to the Call Details page. Once there, you'll see the agent who took the call and have the opportunity to rate their performance:
1. From the main Calls page, click on the Details icon to the right of any call you would like to review.
2. In the top right corner of the next screen, you will see either a picture of the operator who took the call, or their operator ID number, along with a 5-star rating scale.
3. Click on a star to share your input. You can rate each operator’s service from Poor (1 star) to Excellent (5 stars). Before rating a call, we always recommend that you take the time to listen to the call.
4. Once you've rated an operator, you'll be able to see all ratings you've created in the Charts & Graphs section of the Reports area, under the CSR Report link. The ratings in the CSR Report are unique to your evaluations. You will not see not the ratings of the agents globally as evaluated by other Specialty Answering Service customers.
Your input is very valuable to us, so please take a moment to evaluate our operators. The more we know about your experience, the harder we can work to improve it!