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| Monitor
Phone Interaction Between Customers and Employees |
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How
would your customers grade your service?
Most parents wouldn't dream of sending their
children to a school that didn't offer report cards.
Yet, in the business world, companies are forced to
operate with little insight into the phone contact between
employees and customers.
This is even more
difficult with remote workers and staff with limited
supervision. As the old saying goes, "It's
what you inspect, not expect" that usually
occurs.
Measurable
Information to Establish Best
Business Practices
AltiGen provides powerful tools to help ensure
best practices. They can be used temporarily with a single
line or extension, or used full time with every extension
in the company (even mobile and remote workers). You
choose and manage what best fits your environment.
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Identify
Good Behavior/Correct Problems
When you identify something good you can train
other employees to do the same. When you identify a
potential problem or liability to the company, you will
have a record of the information surrounding the call or
even a recording of the call itself.
Using
AlitGen as the Company "Report Card"
- Sales
Performance What are the traits of your top
phone sales people? AltiGen gives you a complete view
into individual performance. The amount, type and
duration of calls can be tracked an analyzed. Sales
can record a call for later review, or you can
centrally record all or a percentage of calls for
quality control.
- Marketing
The system has built in call detail reporting. By
mapping different numbers to different ads you can
maintain accurate lead source and advertising
effectiveness.
- Training AltiGen
offers supervision capability to monitor calls, record
calls for later discussion and tracks all call detail
information.
- Customer
Service How do you handle a customer's
complaint that they were treated badly or received
wrong information on the phone? With AltiGen, a
supervisor can immediately pull up the record and
recording of the call based on time or caller ID.
If there is a problem, it can be handled. If the
customer's memory doesn't match the actual
conversation, the call recording can be attached as a
.wav file and emailed back to the customer so everyone
knows exactly what was said.
- Limiting
Liability AltiGen's centralized recording
capability can protect the company in numerous ways.
Companies providing financial, medical, legal and
other types of information can archive the actual
conversations for protection in the future.
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