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.

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

Call Accounting

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