Solutions

• Overview
• Capturing Customer Interaction
• Ensuring Efficient Call Handling
• Elevating Agent Performance
• Managing the Total Workforce

Capturing Customer Interaction

Telephone conversations are vital for today's business. Telephone conversations need to be recorded by law, for liability purposes, for training and customer service enhancements, or simply to recall what was said (or not said).

Agent’s desktops also are packed full of information. If it takes five clicks for one agent and two clicks for another to come to the same answer, then the customer does not receive the same customer experience. Evaluating these needs and pinpointing inefficiencies can be essential to the future of your company.

To completely capture the customer experience, the Engage Contact Center Suite from TelStrat provides:

Engage Record electronically archives customer calls in a multimedia format that can be reviewed, emailed or posted for staff to enhance customer service or resolve legalities. Boost revenue, reduce costs and prevent losses by permanently documenting all conversations and accurately recall what customers asked for, what promises were made, and sometimes more importantly, what promises weren’t made.

Why You Need Call Recording

Engage Capture records the agent’s computer screen and plays back on-screen activities along with the recorded conversation. Quality monitoring can be leveraged in multimedia playback of customer calls for a multitude of invaluable uses, including detailed monitoring of customer service quality, building agent training libraries, and pinpointing areas of inefficiency.