- Automated Call Selection for Quality Evaluation
- Flexible, Web-based Evaluation Tools
- Dynamic Quality Monitoring System Dashboards and Desktop Tickers
- Adaptive, Open Web Architecture
Call Catch INTERACT™ is the most powerful Quality Monitoring solution available today. This unique solution enables you to objectively evaluate agent behaviors, provide timely feedback and support, boost service quality, and cultivate customer experience and loyalty. With Call Catch INTERACT™, you can maximize the impact and ROI of your call quality monitoring processes and significantly improve the effectiveness and efficiency of your customer interactions.
Call Catch INTERACT™ Call Center Quality Monitoring delivers the most reliable, robust recording solution available today - enabling you to effectively and securely capture all of your important customer interactions including TDM Voice, VoIP and employee desktop screens.
With improved operational efficiencies gained through Call Catch INTERACT™ Call Center Quality Monitoring system, evaluators and managers have more time and resources available to address strategic and mission critical business goals. Call Catch INTERACT™ automatically selects and delivers an objective, random sampling of recordings related to business objectives directly to evaluator and supervisor desktops for evaluation.
- Easily tag the most coachable calls for evaluation – evaluate or schedule high-value calls for evaluation directly from call search results and multiple dynamic, drill-through reports.
- Maximize the effectiveness of your Quality Management program – implement rules to automatically tag calls for evaluation, such as per-agent quota or call attributes.
- Automatically manage the evaluation schedule – evaluators receive “to-do” lists organized by assignment dates and due dates, with the appropriate evaluation form already associated with the call/screen recordings.
With access from your desktop via Web interface to well-designed quality evaluation forms and processes, you can efficiently and objectively assess the quality of your individual customer interactions.
- Easily design, organize and categorize evaluation forms via an intuitive graphical interface, without IT assistance. Focus on call flow or IVR skills, while rating any number of call handling competencies and adding comments that pertain to the evaluation or other issues requiring attention.
- Streamline the evaluation process with Web-based access to a unified interface for evaluation and playback of synchronized call and screen recordings.
- Quickly and objectively assess the quality and performance of local and remote agents, using a flexible Web-based portal and fully customizable evaluation forms that conform to your specific needs and goals – include many types of question and answer formats with flexible weight distribution.
Call Catch INTERACT™ call center quality monitoring solution pinpoints characteristics of agents’ behaviors by breaking them down into skill-sets, such as communications, call handling, technical, product knowledge, compliance, etc. These skill sets may be tracked, compared between agents and teams, scheduled for automatic notifications of “outliers” that require additional attention, used as triggers for automated delivery of messages to agents, and much more.
- Conveniently and efficiently access interaction recordings, evaluation forms and reports via a centralized Web Portal, customizable for each user based on roles, privileges, and responsibilities.
- Analyze your QM results and trends using comprehensive reports with data roll-up and drill-down options all the way down to playback of recordings, along with powerful visualizationsfor expedited analysis of causes for quality problems or customer interaction excellence.
- Drive ongoing quality improvements – provide immediate, personalized feedback via employee desktop tickers and Web-based scorecards.
Align your Quality Management program with strategic business goals in order to maximize its value and ROI.
- Immediately gain valuable insights and intelligence from your contact center operations! Benefit from instant, automated delivery of key performance indicators, coaching and notifications to the right employees at the right time for analysis by leveraging Call Catch INTERACT™ – Call Catch’s unique, real time performance optimization module that integrates seamlessly with Call Catch INTERACT™ call center quality monitoring solutions .
- Easily mix and match to expand with integrated modules for screen recording and analytics, electronic coaching, centralized messaging, performance management, contact center analytics and more.
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