Examples uses for Veritape CallCentre

Veritape CallCentre is extremely flexible and versatile. Here are just some of the things you can do with it.

Just some of the things you can do with Veritape Client & Veritape Manager

• Record all calls to/from Agents automatically
• Give Supervisors manual recording capability
• Listen to all calls taken by Jane on Monday
• Escalate complaint or threat calls by emailing them to Call Centre Manager or to local Police
• Rewind 20 seconds - did the customer really say that?
• How many minutes was Lucy on the phone yesterday?
• Who takes the longest/shortest calls - and why?
• Prove to your customer that they did not ask for a reservation on the 15th - it was definitely the 16th!
• (Read more about Veritape Client and Veritape Manager)

Some extra things you can do with the Veriscope module:

• Search for all conversations this morning with the words "TV" and "commercial" in them
• Be automatically alerted when an Agent swears during a call
• Find out which Agent is promoting this week's special offer the most, and which Agents don't do it at all
• Automatically determine how many calls you handled for Customers X, Y and Z last month
• (Read more about Veriscope)

Some extra things you can do with the Veritape Call Scoring module:

• How is Sam performing against her co-workers?
• Which Agent has the best customer satisfaction score?
• For Regulated companies, how many calls have met/not met the required Regulators' standards?
• Why is Bob's rating of his own call different from yours?
• Did staff improve after that last training course?
• Build a call library for training and induction
• (Read more about Veritape Call Scoring)

Some extra things you can do with the Veritape Call Tagging module:

• Record some call types but not others
• Record just the financial transaction portion of a call
• When Mr Jones calls to complain, locate all 5 calls he's had with your company in the last 6 months. Do that in less than 1 minute. Email the calls to him so you can discuss his issues with the facts (not hearsay) to hand.
• Create a CD/DVD for each of your customers, containing calls made on their behalf each month. Send it with your invoice as proof-of-service.
• (Read more about Veritape Call Tagging)

And (of course) much, much more...