Call Centers have always had the need to listen to their agents while on the phone with clients. The main reason was to train them and make sure what they were saying was ethical and correct.
The best way to monitor an agent in "real time" is through your phone system. Depending on the manufacturer of your PBX or key system, they all have a feature to accomplish this. Different equipment manufacturers have different names. Some call the monitoring feature "break-in/barge-in, silent monitor or service observe. This is sometimes a standard feature of your software or can be added for an additional charge.
Quality monitoring in "real time" worked well when life was slower. When supervisors had time to spend with each new hire and turnover was much less. In today's call center new hires are coming in all the time and supervisors can sometimes have large number of agents to monitor.
The need to provide quality monitoring has become more important then ever. Every business now has some form of call center. It can be inside sales, help desk, technical support, telemarketing or a little bit of all these groups.
With today's fast paced office environment it is easier to record all your agents telephone calls to maintain a complete record of all transactions. This allows supervisors to sample calls for quality monitoring on their schedule.
If you’re like many businesses you researched traditional call center quality monitoring products and found them cost-prohibitive. They are the server based with pricing that starts in the $10s of thousands.
Until recently the only other option is to connect a standard micro-cassette recorder to the handset of your telephone. Not only is this cumbersome and clumsy you have to figure out how to keep track of all those little tapes.
Recently there have been a number of call center quality monitoring devices that connect the handset of telephones to a PC. Good idea, but they rarely work. There are too many issues with compatibility and calibration required with all the different sound cards used.
The Xtension Recorder Digital product line actually decodes the signal used between your telephone equipment and the digital telephone. It performs exactly like those expensive systems from the “big boys”. It “reads” the commands like the start/stop to perform those functions. This provides positive call control.
The Xtension Recorder utilizes solid-state circuitry. It performs the necessary functions to decode the signal and convert that to the GSM industry standard format. It then writes the compressed recorded call to a file on your PCs hard drive.
We recommend that all calls be recorded with our industry standard GSM 06.10 compression. Using the GSM format allows you to store up to 168 hours of recorded calls using only 1 gigabyte of hard disk space.
The Xtension Recorder Digital-01 records one telephone. It is typically connected at the wall behind the desk. It uses the local desktop PC to store the recorded call files. You can elect to keep the calls there or have the software write them to centralized hard drive on the network.
Depending on your requirements the system can allow the user complete access to all features. It can also restrict the user from being able to;
The free playback software can be loaded on any PC in the network. From there supervisors can review the recorded calls.
When your requirements are more sophisticated and your budget allows the Xtension Recorder can be configured to operate in the Back Office. The Digital-01, the 4 station Digital-04, or the 16 station Digital-16 can all be connected to a single PC.
You can build on this by adding the Call Manager, Reporter or Reporter Pro supervisor software. Our supervisor software will provide you with additional features that make it easy to manage larger groups of recorded call files. It can also provide the added ability of agent usage and statistic reports and scoring forms.
For more detailed information regarding our products, quotes or questions regarding your application contact us by email by clicking here or call us at 310.802.1134.
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