The key to customer retention, loyalty and especially in this social media age to attraction is listening to the voice of the customer or VOC both in the interactions but equally if arguably more importantly in post-call surveys (PCS). Information gathered from PCSes, combined with agent monitoring and QA analysis from recordings enable contact center supervisors to precisely train contact center agents to improve their handling of vital customer matters.

To make that happen—training and tuning agents to the VOC--requires that PCS systems be deployed. And that has often not been easy: for these tools can be slow and expensive to install: especially if they require integration with the call recording systems.

VirtualLogger (News - Alert) has come up with a way to speeding the install process and cutting costs with a new system that eliminates most of the steps required for installation, while still obtaining all of the information a call center needs. The VirtualLogger AgentPrescience PCS is a new system that records a call, then delivers the PCS to contact centers in one integrated package. It is built around speaker recognition technology that automatically identifies which agent is on the call.

This new, patent-pending approach streamlines the installation process in three ways:

1.         Eliminates the need for computer telephony integration (CTI (News - Alert)) or other phone system data integration. Most post-call survey systems use CTI integration to control call routing and for certain types of call information. Yet CTI integrations are expensive: often adding thousands or even tens of thousands of dollars to a system's cost and complex, often adding weeks to a system's install time. But AgentPrescience speech-rec-based PCS controls the call flow without the need for CTI, solving these problems

2.         Automatically maps surveys to call recordings and the agents to the recordings. Contact centers often want to evaluate PCSes in the context of call recordings and identify the agents taking the calls. Yet this functionality adds additional integration and expense. With AgentPrescience PCS, all the needed information--including the customers’ phone numbers, dialed numbers and identities of the agent taking the calls--comes from what is available on the recordings

3.         Allows cloud-based recording. Even simpler than avoiding CTI integration is a PCS with no survey equipment or recorder at all. By passing calls through the AgentPrescience PCS system before they even reach the contact center, no tap, survey device or on-site recorder is required. AgentPrescience PCS identifies the agents along with the ANI, DNIS and other information normally needed to search for and find both the surveys and the recordings

The installation process for VirtualLogger AgentPrescience PCS could not be simpler. For on-site installations, a device is shipped to the contact center and plugged into the phone lines and a LAN connection for Internet access. Each agent dials a special number to record their voice. Once all agent voices are registered, the installation is complete and the system is ready. When deployed as a cloud-based service, the contact center simply routes a sample of calls through the VirtualLogger system and the calls are then delivered to the contact center as normal. Using the VirtualLogger Software as a Service model, survey results and recordings are easily accessed from anywhere using the secure VirtualLogger web interface. And because all of the other information needed to identify calls e.g. caller ID, number dialed is easily available from the public telephone line, everything a contact center needs for quality monitoring, regulatory compliance and other uses is available with it.

Capturing VOC through PCS and customer recordings is only part of the contact center training equation though. The other vital component is training the coaches, supervisors and managers. That’s where the RCCSP Professional Education Alliance comes in. It offers one of most comprehensive catalog of contact center training and certification seminars available, deliverable in multicourse one-stop-shopping venues, virtually and alternatively on-site. Now in 15^th year of service, the RCCSP Professional Education Alliance provides access to over 40 of the world's most comprehensive network of contact center, help desk plus ITIL, telecommunications, and outsourcing training and certification providers. Click here or call 708-246-0320 for more details.