Call center software platform offers an optional call center quality monitoring module called “Quality Efficiency Assurance”. Enables call center supervisors to silently monitor multiple agent desktop activities. The process is seamless and can’t be detected by agents.
Supervisors can use our available products for training, security and quality monitoring purposes. Call center supervisors are also able to listen to and/or record phone conversations with the standard digital voice recording agent monitoring utilities at the same time they are viewing the agent’s desktop activities. Supervisors can silently view as many agent desktops as is possible to be effective.
Our call center quality monitoring software comes with a customizable scoring report with agent evaluation. There are 54 default criteria available dealing with items like presentation, product knowledge, disclosure, handling objections etc. Agents can be rated from 1-4 or not rated within each of the criteria. The96-default criteria can easily be changed by call center supervisors to better suit the unique needs of their call center business. Comments, summaries and reports can also be generated with the call center quality monitoring application.
Making the most of the mountain of information available in the contact center has become a management requirement. Voice recording is now one of the focal points for capturing call center information and is often driven by multiple criteria including Customer interactions , Agent Interactions, & Case bases events.
Key Features
Transaction recording - Records both the agent and customer voice conversations during a contact center transaction to Wav or Vox digital format.
Automated or manual - Digital voice recordings can be initiated by agents or started and stopped automatically within the agent script so that the recording always starts and ends at specific points in the interaction.
Archived records - Recorded information can be archived for permanent data storage or analyzed by quality assurance personnel, according to need.
Recording Manager - allows call center supervisors and quality personnel to locate transaction recordings for review by multiple criteria including agent name, date and time, phone number.
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