Answer questions like, “Why are Bob’s sales numbers so high, and why are Bill’s so low?” And, “Why does Sue spend so much time on the line with customers, and Sandy gets off the phone so quickly?” Or what about, “How can I prove to that angry customer on line one that he really did order 25 blue widgets, when he says he ordered 250 green ones?”
With a logging system, these questions can be answered with the click of a mouse. A typical solution uses cutting edge technology to record and store all outgoing and incoming calls. There are no tapes to change, label or store. Recordings of calls can be accessed instantly via your network. Time, date, duration of the call, identity of the caller and the identity of your employee are available search options, depending on system configurations.
Monitoring of agents is possible either after the fact, or in real-time, thus enabling instant performance assessment. Management can also allow agents to listen to their own call recordings for self assessment or for verification purposes. Solutions have mirrored drive and fully redundant capabilities that provide a robust and secure platform for any call center application. A multi-level password system provides security against unauthorized entry and deletion, and assures the accuracy and credibility of all recordings.
Most solutions are more than a call recording system, it’s a problem solving system. It helps solve the difficulties of training, call monitoring, and quality control with secure and accurate documentation. 100% compatible with all major phone systems, it provides a top end solution to help ensure customer satisfaction for the call center industry.
Whether your business involves inbound or outbound traffic, calls are the lifeblood of a Call Center. If your agents aren’t selling, you aren’t making money. If your agents aren’t servicing properly, your image suffers and eventually so will your bottom line. Quality call recording and monitoring has become an asset to the Call Center industry and centers from all over the world are using these tools for their solution to manage the most vital element of their business, the relationship with the customer.
Call center monitoring typically consists of quality monitoring and recording software suite for call center event recording, data reporting and analysis, Voice Activated Screen Capture, Record on Demand and e-Learning management. Also it has to be flexible to deliver recording solutions for customer experience management for all size call centers in all industries.
A typical suite offers a complete quality monitoring and performance evaluation system without the need for expensive CTI infrastructures or proprietary components. It is fully scalable for centers with 1 to 1000 agents in single or multi-site locations.