We’ve all heard that message and we’ll continue to hear it on a more regular basis. Contact Centre Businesses today have two similar objectives: to improve their quality of service and to increase the level of customer satisfaction. Quality Monitoring is a very effective tool in helping achieve these goals.
Our Digital Recording Solutions are efficient and cost effective for smaller operations with a single supervisor and a few agents as well as large installations with many supervisors and hundreds of agents.
During the past several years, there has been a revolution regarding the use of Digital Recording (DR) in business. The demand to record conversations and collect vital business information between a company’s telephone service representatives and their callers has grown significantly.
The reasons behind this rapid growth are varied and include: a need to enhance customer service levels, a desire to improve agent productivity, a requirement to verify a verbal transaction, a need to comply with a governmental regulation and a desire to keep a “permanent record” of a call.
Today’s DR Systems not only record telephone conversations but can also capture screen information, record data, fax and even video. This data is then stored in an ODBC-compliant database server on a corporate LAN. The data then becomes a key “information asset” utilized enterprise-wide in achieving the aforementioned goals.
Let us show you how a Digital Recording (DR) Solution can help you to reduce your costs and increase your revenues.