Call Recording Featured Article
Call Recording System Deployed for Affordability & Simplicity
Florida-based Results Group, an outsourced contact center services provider in business for over 20 years, operates client dedicated centers in the United States, Canada, Europe and the Caribbean with a staff of over 4,000 agents.
But following a rapid growth in business, they expanded their operation by opening 23 new contact centers across North America and Europe. Even for an organization used to large numbers, that was a lot.
So to meet the new demand for client contacts, they needed a scalable call recording and quality monitoring product. They selected call recording system Virtual Observer, from Coordinated Systems, for, what Results Group officials said, was "its simplicity and affordability."
Call recording and call monitoring system provider, Coordinated Systems is a Gold-level member in the Avaya (News - Alert) DevConnect Program. Virtual Observer is a quality assurance product for contact centers. Built on open standards, it includes the same components found in higher priced systems and provides core functionality such as recording, evaluations and reporting.
Avaya Communication Manager is an open, scalable, and highly reliable telephony solution that provides centralized call control for a resilient, distributed network of media gateways and a wide range of analog, digital and IP-based communication devices.
Selecting only the features and functionality that worked for them, Results Group implemented a scalable product that was both reliable and affordable. Highlights of the VO product include VO Live feature suite, which helps contact center supervisors manage and assist agents, using real-time screen activity to monitor performance and live supervisor-agent chat functionality to deliver on-the-spot guidance.
There's also VO Logger, which records and stores Results Group contact center activity of 65,000 calls per day over 23 locations and contact centers - and Post-Call Survey module, which provides immediate polling of customer clients to more accurately assess contact center performance.
The product's auto-archiving module automates the call storage function, useful for Results Group during their rapid expansion into new locations.
As a result of the implementation, Results Group officials say, the number of successfully recorded calls has risen to more than one million calls per month, staffing levels have increased to more than 4,000 agents, new agent training is completed in a fraction of the time and quality levels have risen "dramatically."
David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Kelly McGuire