Call Center Solutions
Available from CallFinder
Call center solutions from CallFinder include: call center recording; audio mining; call center analytics; call monitoring software; call center monitoring; speech analytics software; customer care call center employee tracking; and, more.
Common uses of this technology in the call center include:
Monitoring the customer experience, improve retention, reduce churn
Searches can uncover poorly handled calls, common complaints, and specific agent knowledge gaps, allowing quick identification of areas that need process improvements and coaching focus.
Extract business intelligence
Not only can speech analytics provide knowledge of overall customer satisfaction, but also uncover product insights, trends in their markets, and capture the latest promotions, strategies and messages that top competitors are sending out in the market.
Monitor script compliance
Agents who fail to follow a mandated script or business process often leads to customer dissatisfaction and inefficiency, and could put your business at risk.
Develop effective call center employee training programs
Custom searches allow pinpointing calls where a customer-facing employee successfully saved a customer that called to cancel, or find calls where an employee went off-script.
Uncovering common phrases during account cancellation gives businesses the ability to identify recurring objections and reasons why customers call to cancel a service or purchase.