Capture Pathways

Capture Pathways encompasses a variety of customizable programs that measure employee aptitude, product knowledge, compliance to policies and performance to standards.

Through Pathways, you can gauge the strengths of your personnel while also indicating opportunities for improvement. We tackle the problem of measuring performance by tailoring the evaluation process to fit your company.

Too often, customer service programs focus on superficial aspects of customer service such as basic telephone courtesy.

Gaining meaningful information about employee performance requires a more thorough understanding of an employee’s skillset and ability to transfer those skills to meaningful results.

In our years of experience, we have documented cases where many employees give out incorrect information. These types of mistakes are often costly for companies.

Our programs are designed to allow each agent the opportunity to succeed. Through the Pathways process, metrics are used to identify possible areas where improvement is warranted as well as where agents performance was above standard.


The data we collect is useful in assessing the selected or entire employee, strengths, and areas where improvement would make this employee a more valued member of your team.

Management can utilize this information to determine promotional opportunities, financial rewards or non-financial rewards such as extra PTO. Your training managers may use this data to tailor structure training programs to ensure new and existing employees have the tools they need to effectively complete their jobs. Additional reporting tools are always available.

  • Contact center or modified customer service shops
  • Measure Communication skills
  • Call to Action – Sales aptitude
  • Awareness of Compliance Issues
  • Measure change – Data from a Baseline and follow-up reporting cycles and reports
  • Distribute Agent/representative customized training profiles
  • View Trends across a department or the entire organization.

Employee-Customer Engagement

A customer’s experience (CX) with your company is often dependent on his or her interactions with various employees. Your agents are an extension of your organization and should use a variety of methods to increase customer satisfaction, whether presenting a sales pitch, answering a question, or troubleshooting a problem. And through initial discussion with each client about standards, the following are just a few areas we ask you what you expect, so we can include that in your program.

  • Voice – Are your agents using a monotone voice? Most successful agents speak with “a smile in their voice with an upbeat tone, conveying interest and high energy to the customer?
  • Filling Dead Air – Do your agents leave an excess of dead air while on the phone with customers? Correct this by introducing ways to fill voids (e.g. asking about the weather, reflecting back on a comment previously made, etc.).
  • Working Under Pressure – How do your agents deal with a question they don’t know the answer to? They shouldn’t be afraid to tell a customer they don’t know something, while also making it clear to the customer what to expect. (e.g. May I place you on hold to ask a colleague for help? It should less than two minutes, but in case we get disconnected, can I have your direct number?)

Pathways Implementation

Capture builds your Pathways program by defining your needs first and then we structure our agent profile attributes and data reports to follow suit. Your business is unique; its services and staff should be measured in a way that’s tailored to your organization.

We start by working with you to develop a profile that combines the characteristics that would make up the ideal candidate for a given position.

We then work with you to determine the standards your agents or sales staff need to meet and exceed.