Call Recording Featured Article

Cigars International (CI), a company with a contact center that handles more than 2,150 calls per day and boasts exceptional answer times, with 80 plus percent of calls answered in 40 seconds or less, has recently picked Coordinated Systems, Inc’s Virtual Observer solution ( VO) to upgrade its quality and training processes with a call recording and analytics system.

Virtual Observer (VO) is essentially a call recording and workforce optimization solution, designed for today’s contact centers. Officials at CI said that they chose VO for its ease of use, implementation and its core feature set that includes all of the necessary call recording and quality monitoring components needed to help the call center reach performance targets and turn recorded calls into valuable assets.

Steve McDevitt, Sales and Customer Service Manager for CI, said that they used the evaluation tools in VO and there are four key areas, opening and closings, conversational technique, product knowledge and cross-sell/up-sell and VO has provided them with the opportunity to improve aspects of each of those areas. “Screen capture and evaluations – these two features alone have improved the overall quality of our calls, which has resulted in more efficient calls and high average orders,” he added.

Apart from deploying the high end technology, CI has invested in yet another aggressive technology, the phonetic-based speech analytics feature of the Virtual Observer suite that helps take the quality assurance process to the next level.

“We’re just touching the tip of the iceberg on what Marketing can get out of speech. We’ve used it a number of time already to gauge the customer response to a marketing effort. We’ve used it a number of times to hear what our customers are saying about a particular topic or item and then we’re crafting promotions based on those findings,” McDevitt added.

VO is currently in use with Avaya, Cisco, NEC, Mitel, ShoreTel (News - Alert) and many other leading phone systems, offering them an extremely high value to price and tremendous customer satisfaction.

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