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

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

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

AudioWatchCall Recording and Agent Evaluation

Sophisticated Search and Retrieval capabilities

Search by•Caller Line Id•Reference Field•Time and date•QueueSearch archived recordings

AudioWatchCall Recording and Agent Evaluation

Evaluate and coach against recorded calls

Coaching notes can be added and incorporated into the evaluation reports

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

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

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

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

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

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

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

AudioWatchCall Recording and Agent Evaluation

TALKING COMPUTERS

Thank you

For further informationSales@tcl.co.nzTel: +64 9 481 1100Fax: +64 9 481 1118