A New Evaluation Method for Call Rating in Contact Center

Interaction channels are unique opportunities to improve customer satisfaction by offering a consistent problem-solving experience. The role of employees in the contact center is to maintain an appropriate relationship between the company and the customer, thus they are personally responsible for the customer experience. In this paper, an objective evaluation method for evaluating customer-agent interaction, i.e. evaluating calls is proposed. The motivation for evaluating calls stems from the key performance characteristics of a contact center.