Voice of the Agent

Your agents are the heart of your contact center: they’re the ones who speak with your customers day in, day out. That of course makes them very well placed to advise on things like process improvements or ways to increase customer satisfaction, but all too often their input just isn’t gathered – their ideas go unheard.

Our voice of the agent solution addresses this. The way it works is simple: at the end of an interaction (such as a call or web chat), a message box appears asking for agent feedback. The agent takes a few moments to answer these questions, and then they move on to their next interaction.


Syntelate XA records the agent feedback, and you can use this data to implement improvements to your contact center. For example, use this information to inform training. After all, who better to advise on agents’ training needs than your agents themselves?



Ask the Right Questions at the Right Time

What questions you ask your agents is up to you. You can also change the questions asked based on the disposition code that the agent selects when ending the interaction. For certain disposition codes, maybe you don’t want to gather agent feedback at all – no problem.

With Syntelate XA, it’s easy to ensure your agents are asked the right questions at the right time.



Visualize the Data

Use our Dashboards module to show the data that you gather visually. See at a glance how your agents are doing and what they’ve been working on.



  • Increase agent motivation

  • Improve agent retention

  • Improve your agent training

  • Improve customer satisfaction

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