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AudioWatchCall Recording and Agent Evaluation
Quality Assurance Scheduled Recording
Agent AssessmentContinuous Improvement
Record on Demand
Nortel Symposium
Siemens Hi-Path
NEC/ Q-masterEX
Panasonic TDA
TALKING COMPUTERS
Maximising Interaction Quality
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AudioWatchCall Recording and Agent Evaluation
AudioWatch was designed for Contact Centres who wish to record for Coaching and Quality Assurance purposes, but don’t need to record every call
Scheduler ModuleEnables supervisors to schedule agents to be recorded with a simple mouse click
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AudioWatchCall Recording and Agent Evaluation
One click Record on Demand
Record-on-Demand• Single mouse click initiation•Pop-up reference box•Reference fields used for search and retrieval•Third party RoD•Streaming for real-time monitor
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AudioWatchCall Recording and Agent Evaluation
Sophisticated Search and Retrieval capabilities
Search by•Caller Line Id•Reference Field•Time and date•QueueSearch archived recordings
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AudioWatchCall Recording and Agent Evaluation
Evaluate and coach against recorded calls
Coaching notes can be added and incorporated into the evaluation reports
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AudioWatchCall Recording and Agent Evaluation
Easily create highly customised evaluation templates
Evaluation Templates• Unlimited templates•Add to the library•Over 400 evaluation criteria supplied as standard•Define weighting criteria
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AudioWatchCall Recording and Agent Evaluation
Flexible individual, team and centre reports
Individual Reports•Detailed or Summary•Graphical or Tabular•Development plans•Trend reports
Team and Centre •By supervisor or evaluator•Graphical or Tabular•Flexible filter allows easily customised reports•XML export feature
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AudioWatchCall Recording and Agent Evaluation
Keep sample and example calls in playlists
Playlists•Create multiple playlists•“Drag and Drop” from agent folders•Add notes to recordings
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AudioWatchCall Recording and Agent Evaluation
Flexible automated archiving and recording management
Archiving•Multiple archive routines•Deletion and/or backup•By agent, recording type and age
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AudioWatchCall Recording and Agent Evaluation
Advanced Computer Telephony Integration
Integration utilisingCSTA, and customizedplug-ins provides -•Accurate Start/ Stop•Support for Free Seating•CLI, Queue and Call Type data for fast search and retrieval•Automated Agent Registration on some systems
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AudioWatchCall Recording and Agent Evaluation
Enhanced Service Quality•Fewer escalated calls
Higher First Call Resolution•Reduced multiple handling
Accelerated New Recruit Development
•Reduced costly “ramp up” periodImproved Call Control
•Reduced Call DurationBetter Conversion Rates
•Increased Sales
Maximize the return on your training investment
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AudioWatchCall Recording and Agent Evaluation
Customer Examples
• 2 centres, 180 seats and 120 seats
• 500 Agents total• 2 x 8 port systems• ROI calculated at less than 6
months
• Major food products multinational
• Systems in Australia and NZ
• NEC IPS2000 & Q-masterEX
• Finalist Teleperformance CRM Grand Prix 2003
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AudioWatchCall Recording and Agent Evaluation
TALKING COMPUTERS
Thank you
For further [email protected]: +64 9 481 1100Fax: +64 9 481 1118