Voiscore Quality Monitoring

Voiscore - Call Quality Analysis Package

Voiscore is an advanced web based call quality analysis package to help improve agent performance and skills by providing training feedback using voice recordings or real time monitoring and a highly featured evaluation software package to provide a fair and consistent appraisal.

Voiscore Software enables users to objectively Analyse Calls and keep a complete and accurate record of performance as well as other issues discussed at a session. Many aspects of performance can be accessed comparing the performance of individual agents, teams or the Centre as a whole.

Comprehensive performance reports can be accessed at any time and Voiscore also includes powerful Community notice boards, schedules and statistics. Evidence from call centres shows that there is a direct relationship between the frequency of evaluation and training and the Performance of Agents.

Example Screenshots:

Call Search Call search by: Date, Time, Ext, Agent info, Customer info VOD (Voice On Demand): • Playback a recorded call by scorer's request Streaming playback: • Instant playback by streaming tech without any delay of copy file Click on screenshots for larger view Evaluation Editing/Creating: Enable to edit/create the evaluation form.

Voiscore Features:

Evaluation System Easy to access URL access - automatic installation via web Web-base program (anytime, anywhere access) Simultaneous access by many users Monitoring The smallest bandwidth (real-time monitoring) Simultaneous monitoring by multi-users on a certain agent's call Call Search Call search by date, time, ext, agent info, customer info VOD (Voice On Demand): • Playback a recorded call by scorer's request Streaming playback: • Instant playback by streaming tech without any delay of copy file Evaluation To be scored: • Save the certain calls after selecting them to score • Select the call and evaluation form to score • Evaluate the call with listening On scoring: • Save uncompleted evaluation form Scored: • Scored evaluation form to be reported Sharing: • Evaluation forms to be shared by supervisor Reported: • Completed evaluation form confirmed by manager • These forms are the source for statistics Editing/Creating: • Enable to edit/create the evaluation form Report Search Searching the reported forms Statistics Statistics by specific data such as agents, groups, scorers Graph by using chart Details such as total scores, average etc. Saving it to Excel file or GIF file Storacall reserves the right to continually develop our product range; as a result specifications are subject to change.