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The Agent Performance Index (API) score is collected directly from call centre callers for each of the participating agents.  The Index is created every 3 months and will show you how agent performance is improving or not, over the months.  

Four times a year, on specific days of the quarter, each caller is asked to take a post-call survey about the agent's performance.  They are asked five agent based questions and invited to leave verbatim comments for those direct, customer comments that we know agents and managers value so much.  Our reports give you an agent performance index value for each day and allows comparison against the last periods the survey was conducted.  Data can also be fed into your own MIS systems.

Typically, costs for 500 agents taking 20 calls per day is less than £10 per agent per month.