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YOU ARE HERE : HOME » CALL RECORDING » QUALITY MONITORING

Optimise - an out of the box system for call quality monitoring

Supervizor's have the flexibility to define any number of “question templates” for quality monitoring agent calls.

Following evaluation, agents not only have the ability to review their own calls, they may also receive automatically scheduled web-training courses based on their scores using our e-learning optional module. This improves skill levels, increases agent motivation and ultimately improves customer service and potential bottom line revenues.

Optimise call recording software also plays a significant role in reducing the level of agent churn in the contact center, directly reducing the huge cost of hiring and training of replacement agents.

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If you are looking for a prepaid or cloud-based option, visit our OnDemand site

Edition comparison and purchasing options

Key Features for Quality Monitoring include:

You are able to grade the same call multiple times and then have
     calibration scoring and reporting to enable supervizor
     coaching as well as advizor coaching.
Unlimited flexible templates with multiple types
     of questions.
Built in compatibility with COPC standard used by many
     global call centre operators including "Fatal Questions"
     and more (www.copc.com.)
Built in call sign off options to enable tracking of
     feedback to advisors by management within the system.
Advanced reporting, including training needs analysis
Linked to live dashboards to give supervisors personal
     view of their own performance metrics in the context of
     their workforce

Understanding the installation flexibility

Unlike legacy call recording solutions, Optimise is just another app that easily installs on your network. Magnetic North use industry standard hardware and software components, Optimise is easy configure and support, and can leverage existing investment in NAS / SAN storage networks to reduce the total cost of ownership. A range of API’s are included free with the system to facilitate integration to CRM such as Salesforce.com and other organizational systems to facilitate organization level indexing of recorded calls.

License flexing allows customers to only buy the minimum number of agent / recording licenses that they need, and to flex up and down for peak capacity and pay monthly in arrears for any excess usage. With Magnetic North support in place, onsite software investment is protected through free upgrades and new releases throughout the lifetime of the support contract.

Compliant web-based recording software

Magnetic North's call recording system delivers compliance to standards such as FCC, PCI and HIPAA .

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