Quality Monitoring

Motivate Agents to Achieve Excellence by Monitoring and Recording Calls

• Improve customer service standards
• Validate sales orders
• Track the level of each agent’s product knowledge
• Rate agent performance based on fact, not opinion
• Identify areas needing improvement and isolate specific training opportunities
• Gain business insights and uncover trends by listening to actual interactions

Supervise performance with live monitoring

• Click on an agent’s name in the CCS real-time monitoring window to monitor a call in progress
• “Whisper” to give suggestions to the agent without the customer hearing
• “Step in” to intervene during the call

Record calls digitally

• Select random samplings or nonstop recording
• Record calls in WAV or MP3 format; secure recording encryption, no special recording equipment is required
• Review screen captures to see the information an agent processed on the customer screen and in other applications (captured screens are assembled into a Flash file)

Store recorded calls for later review

• Store calls on the desktop or on a recording server
• Secure data for banks and credit cards on an encryption server
• Retrieve recordings using flexible search criteria including agent group, agent, date, telephone number, sales information, and campaign
• Maximize return on investment by allowing agents, supervisors and business users to record and store calls in the same environment
• Use supervisory tools to score agent performance based on actual calls
• Track the level of each agent’s product knowledge
• Improve service quality by identifying areas of improvement
• Boost agent proficiency through coaching and feedback on actual customer interactions

Screenshots

Live quality monitoring