Zeacom Adds Record & Evaluate Module

Zeacom Adds Record & Evaluate Module

Auckland, 23 November 2009 – Zeacom today released ‘Record and Evaluate’, software which enables contact centres to more easily record and evaluate customer calls, improving regulatory compliance and raising agent skill levels. Record and Evaluate is available for Zeacom Communications Center customers worldwide.

Zeacom now offers a variety of team and personalised reports for managers and agents wanting to better assess performance against customer service metrics. This is significant because the contact centre industry is embracing automation for basic transactions, meaning agents are more likely to speak with high value customers or those with complex queries.

Reports can be created against baseline statistics, trending data and personal development plans. Evaluation criteria can be selected from a database of over 350 pre-defined behaviours or defined using custom templates. The tool provides agents with ongoing feedback to help them reach agreed benchmarks, making it possible for contact centre operators to more closely align individual remuneration with performance.

The recording application allows for all incoming calls, or just those from selected extensions, to be recorded, forwarded, used in training and archived. This makes it simple and cost effective to search for and retrieve conversations in line with regulatory requirements.

“Sales calls, customer follow-ups and support calls, as well as orders placed and confirmed, can all be improved by regular examination and constructive analysis,” says Jason Roberts, Zeacom’s Marketing Manager. “Providing service agents with access to recorded conversations will quickly resolve disputes which impact on customer experience and productivity.”

ENDS

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