Monitoring phone agent performance has never been easier. The old days of making "mystery shopper" calls are over.
These surveys were ineffective in measuring phone agent performance due to the fact that the surveyor’s voice,
phone number and the survey times were predictable to the phone agents.
With Ops Explorer service, you will have
access to actual customer recordings and will be able to perform random call surveys and score them online
through our Survey Grading interface. In addition to the call surveys, Ops Explorer makes it very easy to verify customer
complaints and perform training for phone agents and customer service representatives.