Call Center Recording and Quality Management

Do you want an easy to use application to manage your call center?

WOULD you BENEFIT FROM REAL TIME MONITORING OF CALLS?

 

Amcom Software call center solutions allow you to easily record, monitor, and score conversations your operators undertake. This attention to detail allows you to manage calls better, thereby improving customer service.

 

 

Traditional Call Recording and Logging

Amcom supports traditional features that you have come to expect from a call logging and recording system. Calls are recorded along with an embedded date, time, and call duration. Once recorded, calls are searchable in many ways such as agent, position, call duration, date, time, or any comments or flags that have been applied.

Real Time Agent Monitoring

Supervisors use dashboards to monitor in real time all agents’ line status. Color coded thresholds reveal the amount of time an agent has been on a current call. The supervisor can passively monitor the call for full situational awareness to help the agents improve customer service

Agent Call Scoring

Supervisors can review calls and apply a numerical score to rate the performance of an agent. While several standard categories are provided with the system, further review categories can be easily added and weighted. With data like this, you can identify areas of opportunity and set your customer service goals accordingly.

 

Whether you want to record calls or implement better quality management reporting, Amcom Software can help. Contact Sales for a product demonstration or for more information. You'll see how easy it is!

call management solutions include:

Amcom MediaSTAR™
Amcom StarCHIVE™