Call recording is essential to your contact center because it grants you the ability to monitor your operators’ performance and also ensure the quality of service provided to your clients.
Teo Contact Center allows you to have simple and intuitive access to your recordings. It also provides a grading system which is integrated to the recording system and with which operators can be evaluated according to the skills required for campaigns. This ensures a rapid response mechanism when facing operators who are straying from campaign objectives.
Teo Contact Center provides a tool that allows instant filtering, searching, recovering, and reproduction of calls that are stored in the Recording database. The search criteria can be:
Range of dates
Range of hours
Call / Voice Mail
Once a recording is identified, an MP3 file with the call’s audio can be generated simply with a click.