Productivity Solutions

  To guarantee high quality of Service and operational efficiencies, managers, team leaders and team members need a sophisticated yet easy to use solution that can provide sufficient individual control that can enhance productivity. SpeechLog, Call recording and quality monitoring solution offers the necessary control to fulfil these requirements which means contact centre agents can now have more 'phone time' serving customer queries while the SpeechLog solution will take care of compliance issues and business continuity.

Tracking calls can be simple and quick leaving no room for disputes. SpeechLog record's detailed interactions between call centre agents and the customers. Not only are conventional audio phone conversations recorded, but also the agent’s desktop screen activity during any call are captured. Seamlessly combined, SpeechLog performs synchronous playback of the audio file and Screen Captured Video providing the facility for supervisors to manage and analyze the QoS as well as to set the appropriate strategy for implementing an efficient customer care center.

• Liability recording for Agent/Client interactions
• Control Quality of Service offered to customer base
• Boost agents’ competencies with the Interactive Learning Module
• Swiftly respond to different situations through the Online Monitoring Module
• Data consolidation and centralized management for distributed call center environment
• Integrate with Globitel’s Performance Management Platform for comprehensive Workforce Performance and Incentive Management

WFM Solution provides a platform for optimizing the performance of operators’ Contact Centers by enhancing their ability to accurately forecast, schedule and monitor agents’ activities.

This provides measurable improvement in customer service, as well as cost savings resulting from more efficient schedule utilization. It also supplies real-time information about agents’ adherence to their schedules to let operators better manage the performance of their employees and their operation.

The WFM Solution allows Contact Center managers to analyze their call workflow, improve service levels, and reduce Center costs by creating efficient employee schedules.

• Reduce operational expenses (OPEX) of managing your workflow schedules
• Increase agent productivity by utilizing efficient scheduling
• Gain better insight of your intra-day activities
• Immediately act to any irregularity in the traffic flow through online monitors
• Two ways notifying messaging module
• Keeping track of scheduling costs through the Full Time Equivalent Calculator

Nowadays, call centers are implementing various systems to measure the different aspects of the workforce performance and are following the data collection process with a considerable amount of workload trying to implement the different Key Performance Indicators (KPIs) and various incentive plans.

Performance Management Platform “PMP” automates the process of monitoring, measuring and evaluating the overall performance through using a single unified interface; ultimately reducing operational expenses and increasing overall call center efficiency.

The PMP is designed to provide better insight and more control on the overall performance of the staff in call centers environment. Integrated with different infrastructure components including ACD/CTI, Call Recording & Quality Monitoring, Workforce Management, CRM and more; the solution collects key metrics and automatically generate performance analysis of agents, team leaders, supervisors based on a set of KPIs flexibly defined by the manager.

Additionally, PMP provides the flexibility to define various incentive matrices for different levels of the workforce and automatically implement the assigned incentive plans to calculate the incentive that goes inline with the level of the person and his/her performance.

• Centralization of different performance measurement tools into a unified interface
• Increases Agent Productivity & Performance by boosting morale
• Provides comprehensive Monitoring & Evaluation
• Increased Customer satisfaction
• Valuable tool for outsourcing Call centers
• Reduced call center operational expenses