ATIO Corporation has introduced Dictaphone`s da Vinci QMS, a system that gives call centres a customer-focused monitoring technology combined with customer service evaluation tools and training programs.
Da Vinci QMS tracks and evaluates the call centre`s most important activity - how well it manages the entire customer experience. "Ordinary monitoring techniques put the focus on monitoring individual agent calls, but everyone knows that the customer`s experience doesn`t begin or end with a single agent," says Ron Elwell senior VP for Dictaphone. "QMS captures the entire customer experience so call centre managers get to see things from the customer`s perspective.
"For call centres, that means capturing all critical events that are part of the customer`s experience: the customer`s interaction with the call centre`s voice recording unit (VRU); all of the customer`s conversations with various agents, even if the customer is transferred many times; the agents` data screens as they appear during and after the call; how long and how often the customer is placed on hold; and more."
The QMS system also features a Computer Telephony Intelligent design, which lets call centre managers proactively identify potential problem calls. "Historically, call centres have taken a random approach to monitoring calls," says Elwell, "but if you`re only monitoring 2% of the calls, you could be missing 98% of the problems."
Through custom integration to the call centre`s switch, VRU, or other systems - QMS can help call centre managers to identify key types of calls to review - for instance, calls where the customer was transferred repeatedly, calls handled by their newest agents, or even calls from select campaigns or the company`s biggest and best customers.
"Call centres can also benchmark their results with regard to other call centres in their industry. QMS customers will have access to ATIO`s call centre consulting services and seminars, offered in South Africa by Linda Coetzee and Associates," adds Koos Koen, marketing director for ATIO IBS. The da Vinci system runs on Windows NT against an Oracle database. This allows for maximum customisation potential and assures call centres that they are investing in a technology platform that will grow with their organisation. It is being launched at Call Centres Africa `99 at the MTN Sundome from 6th to 8th July.
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