RECORDING AND QUALITY MANAGEMENT
Our Call Recording solution is an affordable, feature-rich call recording and quality monitoring solution that is utilized by businesses of all sizes across the world for compliance, security and improving service levels. Designed to be easy to use and fast to deploy, the solution is neither expensive nor complex making it the perfect choice whatever your requirements.
MORE THAN JUST CALL RECORDING
Traditionally, most businesses focus on collecting quantitative customer contact metrics by measuring statistics related to call handling. These measurements are widely accepted across the industry and typically the business will have invested significant sums in this. These figures invariably become the major indicator to business performance. However, using this approach means there are significant limitations to quality management.
Make sure you look at the whole process of how you monitor and improve the quality and performance of your operations.
Resolve customer disputes to reduce frustration
Achieve regulatory compliance to ensure that you are safe in your activities
Ensure high quality customer service to deliver customer satisfaction
Enhance workplace productivity and accelerate employee training for quicker time to market
Get accurate information to make well informed decisions in line with your business goals
87% INVESTING IN MORE THAN JUST VOICE RECORDING
Contact Babel studies have consistently shown that increasing customer satisfaction is a key focus for contact centers. With 87% saying that Interaction recording (comprising both voice and screen recording) is one of the most prevalent contact center solutions it out performs other key areas such as decreasing costs or increasing sales.
Traditionally it was just about monitoring calls and recording them, but improving quality is now in front of this. Now with analytics, voice and screen recording having applications for quality assurance, compliance, security and agent training are given greater exposure.
Equip your agents to deliver better customer experiences through quality monitoring and agent coaching with our agent evaluation software. Employees will benefit from feedback and training utilizing live customer calls and objective feedback mechanisms. Flexible scorecard templates allow you to tailor your quality assurance program to your business needs. Deliver…
Have a real time view of user status, monitor their calls live and have multiple recording options. Administrators can elect to record interactions on-demand, full-time, or using triggers like DNIS and caller ID information. As a scalable solution, multi-site installations can be managed from any location using a simple web-based…
REAL TIME AND HISTORICAL REPORTING
All our solutions provide real-time reporting of all activities via the highly customizable, widget-based Dashboard;enabling supervisors and administrators to easily create, view and share reports anywhere via a browser and keeping them informed. Historical reporting tools enable effective monitoring and control of operations because they are based on rich, real-time…
Capture the entire interaction—telephone and computer activities, enables you to ensure consistent and correct use of business systems, identify training opportunities, and remove barriers to employee productivity. Administrators can set recording profiles to suit their business needs; from recording computer activity throughout the day to recording screen activities exclusively when…