Monitor and track agent performance over time
Identify training opportunities and coach with context by gaining a 360° view of agent performance.
“Only 20% of agents are extremely satisfied with the quality of their training.“
Zendesk CX trends 2022 report
Get a quick overview of agent metrics
Examine a summarized overview of agent performance and compare changes over time. Bring together qualitative metrics and KPIs:
Know precisely where your agents excel at
Unravel the strengths and weaknesses of each agent from different perspectives:
Learn more about understanding your service performance by looking at your data from different perspectives.
Save up to 80% of preparation time on your 1-1s
Preparing for a 1-1 can feel like a chore. Summarizing reports from various dashboards takes valuable time, that could be spent on e.g. coaching.
Get all the performance and quality data neatly collected into a single view and save up to 30 minutes of data collection per agent per week! Go beyond the surface and get:
80%
The average reduction of your 1-1 preparation time
30 min
Saved time per agent per week
10 h
Saved time in a week in an average-sized CS team
25%
Weekly hours freed up for e.g. coaching in an average-sized CS team
Did you know?
These numbers are based on actual Surveypal customer data!
Back up your metrics with customer feedback
Add small data to the big picture and get a deeper understanding of the performance numbers. Sort feedback based on
scores to understand what drives customer satisfaction. Break down silos and relay information to other parts of the organization.
Want to see even more? Jump directly to the ticket from any single feedback and know everything behind it.
Agent comparison
It’s not a competition but an enormous opportunity to identify single-agent pain points with the team comparison data and to utilize your team’s best working methods across all other team members.
Learn what makes your best performers top-class. Leverage learnings and narrow down the gap between your best and bottom performers.
Easily find the most crucial coaching needs to ensure steady progress in your customer service team.
Agent specific insights
Stay on the pulse of individual agent performance. Get insights on an agent-specific level to catch any deviations in performance or quality.
Some of the agent-level insights:
Stop wasting time on endless data analysis and focus on helping your agents to improve their KPIs and overall service metrics!
Customer testimonials
“Working with Surveypal and the team has been amazing. They have a great product that works well and gets you the insight you need from your customers.”
“Surveypal has allowed us to elevate our customer experiences by analyzing and taking support to the next level.”
“Surveypal helps us to see how we’re doing with customers on a day-to-day basis.”
Get instant results from your Zendesk data
Discover trends, patterns, and issues in your existing customer service data. Contact us to learn more!
Ready to get started?
Get personal guidance from one of our experts and get ready to start. Book a demo, and we’ll be in touch!