Diagnostic Assessment are the starting point of most of our assignments. They create a baseline of system and agent performance, across queues and call centers. When evaluate systems through our SilentPartner® Portal, we can track every Caller input, Transfer point, and Queue times in every queue. The SilentPartner® Portal allows us stick with calls from cradle to grave, and report back what the caller experienced.

These assessments are essential in tracking agent progress, and determining where additional attention needs to be applied. Our assessments are a valuable asset to both Corporate and Field management.

We assess agent performance through the review of recordings, sourced from our SilentPartner® Portal, or a Client's digital recording system. We also provide '1 on 1' monitoring, evaluations, and coaching with agents and supervisors in their production environments.

Using customized assessment tools, we look at Process, Policy, Quality, and Performance trends relative to Opportunity.

Based on our findings, we make recommendations (as needed) regarding compensation, incentives, quality, process, performance metrics, training, coaching, and communications with the front-lines.