Performance management
Turn every call into coaching.
Every agent gets a fair score from their own calls and emails, checked against the policies you wrote. Summaries go out every week, two weeks or month, and your feedback turns into policies the whole team signs.
- Policy adherence and customer handling, scored weekly
- Summaries every week, two weeks or month
- Policies and procedures drafted from your feedback
- Staff acknowledge every policy
Each agent gets their own summary by email, on the schedule you set.
Scorecards and policies
Coaching that actually reaches the team.
Every agent gets a scorecard from their own calls and emails, checked against the policies you wrote. Coaching notes land on it, and each person gets a short summary every week, two weeks or month: wins first, then one thing to work on.
- Policy adherence and customer handling, scored weekly
- Policies drafted from your best calls, acknowledged by staff
- A summary in each person’s inbox, on your schedule
Two late-pickup calls ended without a new time you checked. Listen to Tuesday 8:14 pm
Never give a caller a driver’s personal number. Offer to relay the message.
Summaries
A summary each person actually reads.
Each person gets a short summary by email on the schedule you choose: every week, every two weeks or every month. Wins come first, then one thing to work on, with the calls to listen to. You set the company schedule, and each person’s own setting decides how often they get one.
- Weekly, every two weeks or monthly
- Wins first, then one thing to work on
- The calls behind every point, one click away
Hi Dana, here is your summary for the last two weeks.
From feedback to policy
Coach one person. Raise the bar for everyone.
When you coach one person, make it the rule for everyone. Add a coaching note to a procedure in one click, or describe a new policy in plain words and have it drafted for you. Every call is checked against the active policies from then on, and your team acknowledges each one.
- Coaching notes become procedure steps in one click
- New policies drafted from a sentence
- Every call checked against them, misses become coaching
- Staff acknowledge each policy, with reminders
AI training
Teach it your business, in plain words.
Tell TeleServ what to watch for the way you would tell a new manager. Teach it your account names, vehicle types and competitors. It learns from every rating, and nothing changes until an admin says yes.
See it on your own calls and emails.
A trial starts the day you connect. Your first briefing arrives the next morning.