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If your primary need is to review and evaluate agents' calls and give your agents praise and coaching, VirtualLogger has exactly what you need to support this critical function.
Tools we provide
- Random recording for cost-effective and agent-neutral call selection that ensures a sufficient sample to meet your practice and standards;
- Event-triggered recording for targeted situation analysis and evaluation. Want to see how your agents handle billing inquiries, orders for specialty items or technical issues on a specific topic? If it appears on your agents' screen, we can use that information to trigger recordings so you can focus on the issues you really care about;
- 100% recording for easy and comprehensive sample selection. Find calls that meet specific criteria or use speech analytics to target calls based on specific call patterns;
- Full motion screen capture to see what your agent is doing during the call. We can capture and play back synchronized video of your agent's desktop activity to give you the full picture of the agent's activity;
- VirtualSupervisor™ automated QC support. Using speech analytics, VirtualSupervisor can find the calls you care about most. Instead of relying on the typical tiny sample that are all most contact centers can afford, you can cost-effectively find the calls that mean the most to improving the performance of your team;
- Integrated evaluation forms, customized to your needs and available anywhere. Our VirtualScore™ solution lets you create and use evaluation forms with nothing more than a web-browser. Which means that you can easily share evaluation forms with agents (so they can score themselves or do peer-based scoring), or do evaluation anywhere.
- Calibration tools. The web-based nature of VirtualScore makes it easy to let multiple QC personnel score the same call while our calibration reports make it easy to compare each supervisor;
- Coaching support. Easily provide coaching tips that are automatically shared with agents, giving them easy access both to the coaching content and call that triggered the coaching need. Your agents get the feedback, the evaluation form, the audio and the video.
- VirtualPraise™. Because it's so easy to share calls with anyone in your center, you can easily use specific calls to praise exemplary performance, share the recognition across your team or organization, and turn the call itself into a training resource.
- VirtualQC™, third party quality monitoring. If your QC personnel are having a hard time meeting their evaluation goals, our trained and experienced US-based Quality Agents can supplement or replace your in-house efforts.
For recordings that help you resolve customer issues quickly and effectively, VirtualLogger can give you everything you need - all on a "pay as you go" basis, with a minimum of strain on your IT resources.
And if you're also planning to use the recordings for quality monitoring and coaching, you'll also be able to do everything you need for fast and effective quality monitoring.
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