Streamline your contact center quality management processes
Contact centre quality management is equal parts success, coaching, and customer focus. And by streamlining the process in the CRM, you can access the tools and insights to continually improve team performance.
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Contact Centre KPIs
Enjoy seamless integration with your CRM*.
House your contact center metrics in the CRM as the primary data silo
Access the most comprehensive set of contact center metrics within CRM reports
Judge conversations against the latest KPIs easily
Note taking
Control call recording playback to capture and note insights.
The Supervisor has the ability to listen to and pause a call recording to make notes
Before, during and after listening to a call recording, notes and comments can be added by simply clicking the comment icon, typing a comment and then clicking save
Notes are automatically flagged in the progress bar and time stamped to make them easy to revisit at a future time
Call recordings
All inbound and outbound calls can be recorded; call recording settings can be configured for the account or even individual calls. Call recordings are accessed within the CRM task object, including lead, account, opportunity, case or a custom object.
- Call recordings are stored in the Vonage cloud to deliver significant cost savings
Find any conversation recording easily simply by clicking a link from within the CRM object
Call recordings can be configured to only record the agent, continue recording during third party transfers and automatically pause while on hold then resume
Coaching
Listening to agents during inbound or outbound calls provides invaluable insight into how they interact with customers. Supervisor observations can be used to coach agents in the future, or even live while the call is in progress.
Three-way mode allows the Supervisor to join the call, similar to being in a conference call, and engage with the agent and customer
Whisper coaching lets the Supervisor speak to and coach the agent live during a call, without the customer hearing
In Secret monitor mode, the supervisor cannot be heard on the call by either the agent or the customer
All three parties - Customer, Supervisor and Agent - can be recorded
Post-Call Surveys
A post-call survey can be used at the end of an inbound or outbound call to gather feedback from callers. The call can either be transferred to the post-call survey when the agent hangs up, or when the agent dials a short code that routes the call to the number that the post-call survey is configured for.
An announcement thanks the caller for agreeing to answer the survey, and they use their telephone keypad to enter their customer number, and rate the level of service from 1 (bad) to 5 (excellent). Post-call survey results are emailed to the Service Manager, and an announcement informs the caller to hang up.
Drive your CX to the next level by using the results of a customer’s post call survey to route them the next time they call in. For instance, if they had a bad experience, their next call could be automatically routed to a specialist Customer Relations team.
Learn more about how Vonage customer Wowcher is benefitting from post-call surveys. Read about other ways to gather customer satisfaction feedback.
Speech Analytics
Speech analytics solution Conversation Analyzer allows Quality Managers to evaluate all calls rather than just a small percentage.
Use automatic voice call analysis to spotlight key trends quickly
Assess the team’s compliance and product knowledge
Listen to both the highs and the lows, leveraging the automatic categorisation of calls
Pair call recordings with transcripts and metrics to help better understand conversations
*CRM’s supported: Salesforce, Microsoft Dynamics and ServiceNow
