Call Catch 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 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 call center quality monitoring system integrates seamlessly with Call Catch – 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 call center Quality Monitoring system, evaluators and managers have more time and resources available to address strategic and mission critical business goals. Call Catch automatically selects and delivers an objective, random sampling of recordings related to business objectives directly to evaluator and supervisor desktops for evaluation.
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.
Call Catch 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.
Align your Quality Management program with strategic business goals in order to maximize its value and ROI. |
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