Call Centre ApplicationsSMARTCALL Call Recording products have features designed specifically to improve both Agent and overall Call Centre performance whilst meeting FSA and PCI DSS compliance standards.
Reflecting the operation of our customers Call Centres, SMARTCALL recordings can be found by Agent, Team or Campaign. Pre-defined saved searches ensure efficiency particularly in multi-campaign environments.
Customers of outsourced Call Centres often require call recording facilities to verify the quality of calls made on their behalf. SMARTCALL Copy Agent allows recordings and their associated call data to be selected and saved to a DVD. Copy Agent, which includes a search and replay tool, can then be provided to your customer.
Business information is a vital commodity in all Call Centre operations. SMARTCALL DataLink, runs at the Agent desktop and allows business data to be collected (tagging) and stored with call recordings.
At the basic level, DataLink provides an Agent Logon facility that ensures that the details of the Agent who handled a call are saved with the recording even in hot desk environments. Customer related business data can also collected manually through a DataLink “pop up”.
For SMARTCALL customers who have CRM or Business applications running, DataLink SDK provides a a high level API for seamless integration. Integrated solutions can become completely seamless with our customers systems (CRM, Business Applications and Power Diallers) providing automated data exchange and full control over recording stop, start and pause.
The performance of a Call Centre can be linked to the performance of its Agents, who in turn rely on training for their success. SMARTCALL Assessor is an easy to use Quality Monitoring and Agent assessment tool that allows Agent performance to be measured and scored in an equitable manner.
SMARTCALL Assessor allows each segment of a conversation to be reviewed and scored. Easy to use free form tools are provided to allow assessment of any number of campaigns and campaign types.
Assessor ensures an equitable approach to performance measurement with all Agents being assessed against the same criteria. Selection of calls for assessment can be by Agent or Business data, such as campaign, or using the automated random selection feature. Assessor provides over 25 reports for the analysis of KPI’s, Agent performance and Call Centre efficiency.
SMARTCALL Call Recording solutions are fully compliant with the PCI DSS (Payment Card Industry Data Security Standards). Click the link to see our White Paper on PCI DSS compliance for call recording.
SMARTCALL Call Recording solutions provide a complete solution for Call Centres covering the full range of business requirements including call recording, data capture (tagging), enhanced business intelligence and easy to use Agent Assessment.