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Call Center Quality Assurance
Quality management process for contact centers
With hundreds of thousands of new call center seats being added every year around the world, the call center industry is growing with no sign of slowdown. As call centers and call center projects get larger, maintaining high quality customer communications becomes a challenge.
Quality recording and agent evaulation
With Verba Recording System you will find technical solutions that will allow you to replay calls for evaluation and see the screen of your operator to analyze how your software tools where used during the call. Call and screen analysis closes the quality loop in your call center, allowing you to plan more effective operator training and design more optimal resource allocation.
The Verba solution for Quality Assurance
The Verba Recording System can record a sample of all calls in a contact center and let supervisors manually go through calls and review service quality. Using feedback from call recording you can greatly improve the quality in your operations.
"We need to retrieve calls several times a week, search and playback is very easy. Sound quality is stunning."
"Your system was recommended by our Cisco integrator. We use one central system to record multiple remote locations. It just works."
"Your solution is almost too good, brokers and traders constantly use and rely on the playback facility as it is so simple to use."
"Using your BroadSoft compatible Service Provider Edition we are now able to offer professional call recording as a service to all our telephony customers."
"As a Cisco integrator, we are very happy with both your product and your company."
"Your system is reliable and user-friendly. It fits in really well to the rest of our IT infrastructure, simplified maintenance provides increased recording stability."
"Our banking customers are very satisfied with your system."
"We have found your solution on the net. Your product and support is really good, it properly solves our legal compliance and training requirements."