The main concern of any call center is the Quality of Service (QoS) that it offers and the level of efficiency at which it operates. Therefore, in an effort to be more proactive in controlling the level of service, which any call center provides, call recoding and quality monitoring must be implemented.
This is where SpeechLog Quality Monitoring system provides a fair and comprehensive solution and offers the facility to record call center agents’ phone interactions to evaluate the level of the quality of service that is being offered.
SpeechLog has the ability to record interactions between call center agents and the customers. Not only are conventional audio phone conversations recorded, but also the agent’s desktop screen activity during any call. Seamlessly combined, SpeechLog performs synchronous playback of the audio file and Screen Captured Video providing the facility for supervisors to manage and analyze the QoS as well as to set the appropriate strategy for implementing a better call center.
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