Wednesday, May 13, 2009

Call center quality monitoring can yield dramatic improvements

The core quality assurance features which come bundled with Virtual Observer helped to make SRA Associates' recent call recording implementation a resounding success:

Read this excerpt from an article on TMCnet:

The Virtual Observer team implemented a system to record calls of SRA’s Samsung (News - Alert) phone system. Using an SMDR feed, the calls are able to be tied back into the agent database. Screens are captured and synchronized to give SRA a complete perspective on the customer's interactions. SRA leverages the integrated evaluation, screen capture and performance reporting to automate the quality process and reduce agent turnover as well as improve customer satisfaction.

"Virtual Observer presented a strong value proposition, and I would recommend it for any financial services organization," offered Chiara, as he turned on his pc screen, which showed thumbnails of his entire staff's desktops. Using VO Live technology, John can double-click on an agent desktop, go full screen, take control, or chat for assistance. "VO Live is one of the features that sold me. The power was apparent," John added.

Continue on reading the entire article SRA Associates Sees Dramatic Improvement in Call Center Performance...

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