Call Center Recording & Quality Management

CALL RECORDING
AND QUALITY MANAGEMENT

PROMOTE HIGH LEVELS OF CALLER SERVICE AND WELL-TRAINED AGENTS WITH CALL CENTER RECORDING SOFTWARE

A consistent, intuitive system for recording and evaluating how all calls are handled enables you to provide agents with the tools they need to deliver top-notch customer service every time they’re on the phone.

RECORD AND SCORE ALL CALLS GOING IN AND OUT OF YOUR CALL CENTER

Spok has partnered with HigherGround to offer the Calibre™ call recording solution. This enables supervisors to record calls and concurrent screen activities, monitor staff performance, produce comparative reports for individual agents, and introduce focused training initiatives. 

HIGHEST LEVEL OF INFORMATION SECURITY

HigherGround's Calibre call recording system has been successfully tested and approved by the Joint Interoperability Test Command (JITC) of the U.S. Department of Defense. This proves the highest levels of Information Assurance (IA) security as required by the U.S. Government and the U.S. Military. A result of a rigorous testing process, this level of certification means HigherGround Calibre users can be sure sensitive information will be protected.

WHY IT'S EFFECTIVE

  • Improves operator call handling by identifying training needs
  • Enhances call quality and professionalism
  • Provides an audit trail of calls to retrace conversations if organizational disputes arise
     


Spok® Eclipse enables you to log the date, time, and duration of all calls made and received by your staff.

Eclipse can help you:

  • Provide an audit trail of phone activities
  • Gain accurate bill-back information and staff telephone usage
  • Detect improper use of corporate resources
pdf Brochure:
Spok Eclipse Call Accounting
  pdf Brochure:
Spok Eclipse Call Accounting for Cisco

 


Spok® Call CapSure records phone calls on demand at a fraction of the cost of most call logging systems. You can record, document, archive, and email calls from any phone, anywhere, at any time.

 

pdf Brochure:
Spok Call CapSure On-Demand Call Recording
  case study Case Study:
Hunterdon Medical Center
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