For any contact center company, agents training and sharpening their skills is of the utmost importance. Surging call volume and a multi-skill environment makes it even more critical for them to improve the toolset used for training and quality assurance.
To train their new staff and optimize quality of service, Moore County, NC-based teleservice providers at Trident Marketing (News - Alert) have implemented Virtual Observer, a call monitoring system from Coordinated Systems.
Contact center agents at Trident are required to embrace diverse skillsets to manage accounts for different kinds of goods and services. Their customer service and quality assurance agents handle calls relative to the installation of the product, shipping, and follow-up with the customer to assure satisfaction.
Trident eventually discovered Virtual Observer, an emerging call recording and quality monitoring solution, “was a right-sized solution for us. We use VO to prove that we provided (or in some cases did not) the necessary information for the customer to make an informed decision. In addition, we monitor all points of a call from beginning to end, customer service and quality control to make sure the RFT (required follow-throughs) have been completed,” said Brandon Brown, CIO for Trident, in a statement.
In addition to call monitoring, Trident also uses Virtual Observer to analyze various compliance categories (knowing the current offer, positioning the product correctly, complying with terms and conditions, accuracy of pricing, etc.) and to find specific call types.
Critical benefits realized by Virtual Observer include being able to retain call sensitive data, like DNIS, ANI, Agent and timestamps for when the recording occurred.
The value proposition presented by Virtual Observer, in terms of both functionality and price, make it a leading contender in the contact center space.
“We would definitely recommend the solution to other marketing organizations out there!” said Brown. Asked about what differentiates Trident from their competition, Brown replied, “We utilize predictive analytics to model churn and predict appropriate additional products to sell to the consumer. Technology like Virtual Observer is also a vital part of Trident’s success.”
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