SMARTCALL Call Recording products have features designed specifically to improve both Agent and overall Call Centre performance whilst meeting FCA 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.
Call Center Recording Systems With Helpful software From SmartCall
Call Centres have a single commonality; they all depend on the performance of individual Agents to make their operation a success.
The Challenge – take a well defined proposition, idea, concept, message or regulation and then train tens or even hundreds of individuals to deliver it over the phone in an accurate and consistent way.
The Method – thoroughly train your Agents, monitor their performance and then provide feedback and more training.
The Tools – Recording the calls made by individual Agents across the Call Centre provides a true accurate record of the conversations that have taken place and allows them to be used to highlight, change and improve methods and performance.
Reviewing Telephone Conversations From The Call Centre Remotely
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 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. Our VoIP recording software is proving an increasingly popular call recording solution for large call centres, given its propensity to deal with large volumes of calls, and its higher recording quality.
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. Call recording solutions offer real life examples for your trainees to learn from and shares ‘best practices’ across your entire team. Allow your employees to revisit old calls where something might have gone wrong and let them improve their customer service so they are prepared for any situation on the telephone. Many employees will also deliver better results as they know their conversations are recorded and can’t get away with not following company guidelines.
SMARTCALL Call Recording solutions are fully compliant with the PCI DSS (Payment Card Industry Data Security Standards).
“Your product is superb and so is your customer service. We have already received a big return on investment and I would recommend every recruitment consultancy should invest in this piece of audio equipment. I would highly recommend your company and would like to say thank you for helping me to grow my business.”
Jane Houghton, Managing Director of Future Recruitment
Get more information on how your business benefits from Smartcall’s call recording solutions.
