In GemaTech’s
considered opinion, the provision of network based
products and services – rather than customer
premises based products – provide for much
more secure and resilient solutions which protect
against failure caused by third part intervention – the
cut telephone cable during road works being a prime
example. Network based solutions also provide resilient
storage facilities for those mission critical voice
recordings whereas customer premises based storage
servers are susceptible to all sorts of damage as
a result of fire, flood etc.
Call centres managers are constantly striving
to improve the quality and call handling times
of their Agents which is achieved by incorporating
comprehensive management information systems. The
ability to “see, touch and feel” how
their Agents are performing statistically – with
the addition of voice recording – enables
the call centre manager to extend their monitoring
to include listening in, and the ability to voice
record to Agents calls.
If this is what is required in a conventional
call centre then surely this facility should also
be replicated in any virtual call centre environment
where most, if not all call centre Agents work
remotely. A solution which enables 100% of a call
centre’s Agents to be located in any number
of remote locations (including their homes?) and
incorporating full skills based routing incoming
calls to the individual call centre Agent as seamlessly
as though they were working within the conventional
call centre. A solution which provides supervisors
and call centre managers with the ability to monitor
and manage, by making changes to calls handling
plans quickly and easily, real time, with the added
ability to listen in and voice record Agents calls – from
any remote location with access to a secure web
browser. GemaTech’s combined BCM & SRV
provides such a solution.
GemaTech’s unique “Mouse over Monitoring” module
also enhances this facility by enabling a remote
supervisor or call centre manager to literally
break in to individual Agent’s conversations
simply by sliding the mouse over the Agent’s
name within a call centre Service indicated on
the combined RSM / SVR’s live call monitoring
screen on their monitoring PC – and then
simply continuing to slide the mouse over other
Agents names to break into their conversations.
The ultimate in call monitoring. |
