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Voice-Net - call centre
recording solutions |
 Call Centre Applications
SMARTCALL
Voice-Net Call
Recording products
include
features designed specifically to improve both Agent and overall Call
Centre performance.
Reflecting
the operation of our customers Call Centres, Voice-Net
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. Voice-Net
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 operation. Voice-Net
DATALINK, a browser application
that runs at the Agent desktop, allows important data to be collected 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 is also collected through a DATALINK
“pop up”. The data to be
collected is fully configurable and can be specific to individual
campaigns.
DATALINK,
allows up to eight pieces of data to be collected. Our customers typical
choices include Customer Name, Policy Number, Call Outcome and Next
Action. A “save or delete” option at the end of a call can also be
configured. For Voice-Net users who have CRM or customer applications
running, a simple “hook message “ protocol is available for seamless
integration.
The
performance of a Call Centre can be linked to the performance of its
Agents, who in turn rely on training for their success. Voice-Net
ASSESSOR
is an easy to use Agent assessment tool that allows Agent
performance to be measured and scored in an equitable manner.
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 customer, or using
the automated random selection feature. ASSESSOR
provides over 20 reports for the analysis of Agent and Call Centre
performance.
 Voice-Net
is a complete solution for Call Centres covering the full range of
business requirements including call recording, data capture, enhanced
business intelligence and easy to use and implement Agent Assessment.
Learn more about the features offered by
Voice-Net:
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