VirtualQC™
Remote monitoring that’s close to perfect
Chances are your supervisors are hard at work. If you’re recording, do they really have the time to listen to all your recordings they should? The industry rule-of-thumb is that a proper quality monitoring session takes 2-3 times as long as the original recording, so listening to just 30 calls could take the better part of a day.
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With our staff of experienced Quality Monitoring Agents and our specialized call recording software, VoiceLog can dramatically improve your ability to monitor calls and provide quick and useful feedback to your front line. We can listen to calls, score for script adherence, intelligibility, grammar, and any other criteria you set, flag exception situations for your follow up or generate direct feedback to your agents. You set the parameters and we do the rest.
And, because we can source our people from almost anywhere in the world (we have agents as far away as Katmandu, Nepal and as close as Maine, Texas and California!), we can deliver the highest quality at the lowest possible cost – less than you can do it internally! Our systems and network allow us to use the Internet and VOIP - among other technologies - to provide high performance and economical quality monitoring from anywhere to anywhere.
So, whether you use VirtualLogger to record your calls, use other call recording software, or just want live calls monitored, VirtualQC is your solution.
The Many Benefits of VirtualQC
- Monitor as many agents or calls as you need. Increase or decrease your monitoring to match changed conditions (new campaigns, scripts, and staffing).
- Save money. Our staffing model enables us to monitor calls at rates that save you money vs. the loaded cost of your internal staff.
- Improve quality. We can staff your project with highly experienced and trained supervisors across a wide range of skills. Financial services, consumer products, technology offerings – we can find all these backgrounds and many more.
- Speed up your internal monitoring. Economically flag problem calls for further research by your supervisors. Let them go straight to what’s important!
- Free your supervisors for other tasks – coaching, escalations, etc.
- Get feedback quickly! We provide hourly, daily or weekly reporting as well as annotated copies of all reviewed records so you can provide fast feedback to your agents.
- You’re in control. With VirtualQC, you set the schedule, the criteria, the sampling and the reports. We execute based on your instructions and change with you as your needs evolve.
How VirtualQC Call Center Software Works
Our staff of Quality Monitoring Specialists accesses our central interface for call monitoring, which regulates access and provides the correct screens, scripts and other tools needed for monitoring calls.
Through the Quality Monitoring Platform, Specialists can access either records made using our VirtualLogger service, recordings transferred to our central database or live agent calls. |
