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Improve The Performance Of Your Call Center

Use Call Recording Software to Improve Your Call Center Performance and Discover:

• How to close more deals by Boosting Sales Performance
• Grow your business by providing effective Coaching and Training to your Sales and Customer Service staff
• Win more Opportunities with an Improved Customer Experience

Get Your Call Recording Software Quote Now!

In-Depth Reports

Run reports on all your recorded call data. Run yearly trends on all your audio channels/lines, get a complete report on your busiest time of the year and plan your hours accordingly. Find out what day of the week, or what time of the day you receive the most volume of calls. This allows managers to properly staff and schedule specific break times to better accommodate volume. Reducing the wait time for your customers on the phone, increasing their satisfaction and your overall performance. See who is handling the most calls within your business, how many outbound and incoming calls they receive and gauge their production and much more.

Quality Control Management And Coaching

Need to grade employees and conduct quality training sessions? Our QC module makes it easy to grade calls as well as conduct general QC reviews. Create custom forms to suit your business model, send reviews to another manager or the employee for further training. Run Quality Control reports to monitor your employees’ progress and see if there is any room for improvement. 

For coaching, each question and section can have a URL attached for training material. Simply link to your intranet training portal and allow agents and employees to follow up on training material. If they score low in a certain section, only send the training required for that section.

Agent And Team Dashboard – Gamification

Our dashboard view allows managers to quickly see how their team or agents are performing. Are they on a call? On Break? Or on a project such as training or reviews. Quickly see if you are staffed correctly during peak hours to properly handle all incoming and outgoing calls. See which agents are outperforming others and create a fun and competitive environment within your business or call center. 

Desktop Assistant – Provide Control To Agents

Based on permissions and access, Desktop Assistant allows agents to control their own recordings and notes directly from their desktop. Desktop Assistant is a small application that runs in the agents Windows system tray. While a call is in progress, Agents may pause, mute, start, stop, make notes, or flag a call.

This is very handy when dealing with PCI compliance or being able to monitor important calls. Agents can flag specific calls if they need them to be reviewed, or they can indicate a certain type of call for their manager to review. Managers can filter and find calls that are relevant to that week’s training session or to help assist in tracking important calls. 

Additionally, Desktop Assistant can assist with tracking an agent’s current status. Agents can change their status to In, Out, On Break,  or On Project. This allows managers to quickly see what an agent is currently doing without having to physically check on them. 

PC Screen Capture (Add-On)

Capture your agents PC screen and have it synchronized with their audio recordings. Screen capture allows managers to review the overall workflow of your agents. 

Record up to two monitors at a time. Screen capture is triggered when the agent picks up the phone. Optionally, managers may manually trigger the recording from the UI. Working in tangent with the audio recording, screen capture stops and resumes for PCI and HIPAA compliance.

Custom Integration With Your Other Software Solutions

Need to integrate with your internal software, such as collections software, utility software, CRM, and other applications? Versadial provides custom integration with these tools, allowing you to seamlessly navigate between your established software and our recorder. 

Connect both systems to allow managers and users easy access to recorded details and customer information. All of our developers are in-house right here in Irvine CA; we have integrated with a number of other software providers and understand the daily demand and requirements for a seamless integration and user experience.

Reduce your corporate and personal liability

Every business faces the possibility of a lawsuit. Versadial’s call monitoring software is used primarily to provide liability protection that is easy to use and within the budget of any business.

Increase customer and employee satisfaction

Staff who deal with customers over the phone can be easily trained by using more targeted and relevant real life call situations with a call recorder.

Easily train and run performance reviews

Supervisors can schedule performance reviews as often as they like, then listen to a set of calls for each employee and quickly grade them based upon their own custom tests.

Reduce costly errors and misunderstandings

Our call recording software automatically captures all call data, no important details are lost or forgotten. Employees can easily check their own work, freeing up supervisors for more demanding tasks.