Contact Center Recording & Quality Management

Ensure High Levels of Caller Service and Well-Trained Agents

The importance of the communications running through your contact center demands ongoing attention, which includes constant evaluation of the level of service callers receive. Amcom customers recognize that a caller’s phone experience directly impacts customer service, loyalty, and brand recognition, and they strive to make certain that a customer’s first call isn’t their last.

A consistent, intuitive system for recording and evaluating how all calls are handled enables you to provide agents with the tools they need to deliver top-notch customer service every time they’re on the phone. This ability to strengthen service through a well-trained staff offers strong ROI in the form of improved customer perception and retention, as well as reduced staff turnover. 

Effective Call Quality Management

The Amcom™ MediaSTAR™ Quality Management Suite is a family of applications which allows contact center supervisors to record voice calls and screen activities, monitor staff performance, produce comparative reports for individual agents, and introduce focused training initiatives.

Voice Recording & Logging

The true value of a call logging system is not just the ability to record a call. It is the ability to quickly locate that audio file days or months after it’s been archived. MediaSTAR presents a number of flexible search capabilities to help you easily locate the specific call you’re looking for among the many that have been recorded and stored.

Searches are performed by applying filters such as date, agent, call duration, and call score. In addition to searching on these criteria, individual call records may be tagged with text comments and flags to further notate the call and enhance searching.

Real-Time Line Status

While any call recording system allows supervisors to listen to past calls, MediaSTAR takes this a step further with the ability to monitor a call in real time using the listen-only mode. This real-time passive monitoring allows staff supervisors full situational awareness right from their desktop.

How it works: The main monitoring screen displays each telephone line configured for MediaSTAR, with each line featuring a color photo of the agent handling that line. When a call arrives, that line’s status is represented by custom-colored visual cues to indicate line status and call length. With this view, a supervisor can hear the real-time audio for that conversation in a listen-only mode.

Assistant

While MediaSTAR only allows supervisors to have access to all agents’ calls, the system features an optional client application called Assistant, which can be installed on each individual agent’s computer. Assistant gives individual agents access to their own calls and allows them to notate call records with text comments or flags. Agent-entered comments and flags are then visible to supervisors for further efficiency in searching for calls. After a call, an agent can use Assistant to tag each call with a particular customer, guest, or patient identifier in the comments field. If all calls for this specific account need to be located, a supervisor can instantly reveal this data regardless of which agent took which call.

Screen Capture

MediaSTAR’s Screen Capture option enables synchronized playback of an agent’s call audio with video screen capture, showing what that agent was doing on his or her computer at the time of the call. Screen Capture is useful for troubleshooting complaint calls, when a caller claims they were given inaccurate information by the agent. The synchronized playback of agent audio and video can clearly show what the agent was referencing on-screen as compared with what the caller was told.

Advanced Call Scoring

The standard MediaSTAR system comes with basic call scoring tools. However, as many agent groups evolve from simple switchboards to full contact centers, more advanced agent performance evaluation tools have become necessary. These tools enable supervisors to review, rate, and report on agent performance based on your organizational goals, including the ability to establish your own criteria for scoring. This allows contact center supervisors to easily identify areas of strength and weakness for eachindividual. Based on these findings, training can be more targeted for the individual. This reduces both employee turnover and the costs associated with sourcing, hiring, and training new staff members.