Record every conversation with your customers for the purpose of monitoring, analyzing and obtaining information to improve the quality of service!
Recording of conversations with customers in the contact center is a prime task on the way of increasing the efficiency of the agents, monitoring and improving the quality of service.
Without the analysis of conversation records, it is extremely difficult to get an idea of how well the agents work, how closely they follow the instructions and scripts of conversations, which employees need additional training, as well as about the degree of satisfaction of your customers. In addition, in the absence of records, difficulties arise when resolving disputable situations with clients, which can create serious troubles and a lot of unnecessary worries.
Smiddle Recording is a software product designed to meet the business needs and challenges facing the business in the contact center.
It is a complex, reliable, modern system used for the purpose of recording, listening, managing records, archiving and receiving call statistics.
A convenient and intuitive system for filtering records by different criteria (agent name, subscriber number, text labels, etc.) will help you quickly find the records you need in the general list.
The function of accelerated listening of records of conversations will allow your supervisors to listen to a greater quantity of records during the same time.
Possibility of saving records as mp3 files will save disk space on the server, and the ability to integrate with the API will allow you to listen to recorded calls directly from the interface of the third party systems.
The optional localization feature allows you to customize the interface of the system using the language that will be more convenient for your use.
The use of conversation records will give you the opportunity to control and improve the quality of customer service, train new employees using exemplary calls for training purposes (best / worst practice), identify gaps in the training of agents, resolve controversial situations and find new ways to improve the work of a contact center.
Flexible settings of access rights to records of conversations will help to secure the data of customers announced in the calls.
Analyzing records of conversations, you can get a deeper understanding of the needs of your customers, which they voice in communication with managers, and analyze the effectiveness of advertising campaigns.
Multiple search parameters
A convenient search system allows you to find the necessary data using various parameters. Searching for specific options, filtering, listening is the incomplete list of available functions for working with records. The convenience of working with the system makes interaction with it easy and efficient.
The ability to speed up the listening of records allows you to save time on the evaluation of calls. Thus, your supervisors will be able to listen to more recorded calls during the same time.
Data storage and Security
The records are saved as mp3 files. The system provides the ability to flexibly configure access rights to records for the protection and security of information.
Multilingual web interface
The system is configured in such a way that the web interface information can be displayed in any language that the user needs (optional).
Flexible access settings
Assigning user rights through roles. Flexible settings.
API for integration with third-party systems
The possibility of integration with other systems using API.
The benefit you get from implementing
The introduction and use of the product will allow you to significantly improve the quality of service, increase the efficiency of agents and work discipline, better "hear" and understand your customers, cut costs, and, hence, increase profits.