3rd Party Remote Call Monitoring Feature

In the call center industry, the ability to monitor and parse calls can pay big dividends. Sales people can be monitored (Hence the phrase, “This call may be monitored for quality assurance”), and a lot can be learned from what was said. Add in the ability to track down an archived call by a simple phrase or number, and the value is easily seen.

That’s why a new offering from TeleVoice, a provider of customized call center solutions, is garnering so much interest.

The product, TeleVoice Insight, was unveiled at the recent National Mortgage Servicing Conference & Expo, addressing an industry sure to benefit from the technology.

“Regulatory requirements and increased call volumes are just two reasons servicers are striving to improve agent performance in their contact centers,” said Barry Hays, SVP at TeleVoice, in commenting on the rollout. “TeleVoice Insight gives management a reliable tool to improve their agents’ interaction with customers. It also gives them more control in observing interactions and knowing where additional training may be needed.”

According to a release, TeleVoice has developed integrations with the Black Knight Financial Service’s MSP platform that are unique for call recording systems. “Insight’s integrations with TeleVoice IVR can link caller loan numbers with captured recordings, making it quick and easy to locate calls associated with any given loan,” the company said. “Additionally, Insight can also flag one-time draft authorization recordings, providing a NACHA-compliant archive that eliminates the need for confirmation letters.”

Even better, TeleVoice Insight will enable supervisors to deliver essential feedback to agents through full motion videos and application-specific desktop recordings. “Built-in reports allow managers to review evaluations with an agent and highlight key examples from interactions to gain a better understanding of performance trends or training opportunities along with key learning points,” it was noted.

Based in Houston, Texas, TeleVoice has been delivering customized telephony solutions since 1986.