ZCC Record and Evaluate

Evaluate and perfect your CSRs’ skills so that every call is efficient, targeted and well-handled.

The way your CSRs handle customer calls can either make or break your business so managing quality in the call center has to be considered a top priority. The challenge is to ensure exceptional customer service for those interacting with your CSR, while optimizing the use of your CSRs’ time and opportunity.

Zeacom’s Record & Evaluate helps you:
• Enhance customer experience
• Measure and improve CSR performance
• Improve first call resolution
• Lower the number of escalated calls
• Improve call control
• Leverage sales opportunity
• Manage risk and address compliance

Record

Whether recording conversations for compliance requirements or to measure service levels, Zeacom Record offers an integrated solution to verify verbal transactions, resolve disputes and improve the customer experience.

Zeacom Communications Center Record is a smart Windows-based telephone-recording tool. It is available in ‘all calls’ recording and selective/on demand recording configurations. Recordings are saved to the hard drive as portable .wav files, to enable smart multimedia possibilities. Recordings are easy to search for and retrieve and even forward if required. Archive all recordings, or selective recordings, by CSR or enterprise extension.

Evaluate

Whatever your industry, your staff will benefit from employing a conversation evaluation tool. Sales calls, support calls, customer follow-ups, planning discussions and phone orders can all be enhanced by examination and constructive dissection.

Build evaluation criteria from Zeacom Evaluate’s customized templates, or simply choose from a database of over 350 industry-standard predefined behaviors. Zeacom Communications Center Evaluate works with Record or other recording packages, or can be applied to live, monitored calls.

Record & Evaluate are seamlessly integrated. There is no need to import recordings as evaluation tools are available directly from the recording application.

Qualitative Metrics

ZCC Record and Evaluate offers a variety of team and personalized report for managers and CSRs wanting to evaluate performance. Report on baseline statistics, trending data and personal development plans.

Check out the ZCC Record and Evaluate Factsheet

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