Features: Monitoring

Monitoring

Call centers must constantly be aware of the quality of their agent performance, and often have to go to great expense and effort to monitor, measure, and improve it. In recognition of this fact, VoiceNet includes – at no extra cost – full-featured agent monitoring tools in the core system. This amounts to tremendous savings as compared to add-on products or optional modules which are the norm in the industry, and also makes call center operations much simpler since all aspects of the management tools are in a unified and easy-to-use package.

VoiceNet offers the ability to tap into the audio channel of any agent on the system and perform either of two key functions: listen-only mode, or coach (“whisper”) mode which allows the supervisor not only to hear both sides of the conversation, but also to speak to the agent without the party on the other end of the line hearing them. This can be done via a supervisor’s workstation or from any phone in the world via VoiceNet’s included IVR-to-Monitor functionality, which also opens the door to remote QA for third-parties or even for end-customers in an outsourced environment.

VoiceNet also allows supervisors to view the agents’ desktops in real-time from their monitoring station. This is accomplished via cutting-edge “push” technology that gives the highest level of visibility while limiting the amount of network traffic which is often a concern for call centers, especially in VoIP environments. By allowing supervisors to “look over the shoulder” of their agents virtually, the supervisors become more productive and can effectively manage larger pools of agents.

By providing these functions in the core system, VoiceNet users not only save a tremendous amount of money, but they are also able to improve call center quality and performance rapidly. Through audio and visual monitoring of agents, supervisors are able to better mentor the staff, augment other training activities, and reward best practice adoption.