TantaComm ASP Call Center Monitoring Services
- DartConnect Account managers of major financial service and telecom companies who subcontract call center agencies for telesales and cross sell activities face major hurdles when trying to gauge vendor compliance and quality. The task can be time consuming and ponderous from the sheer volume of calls, and the call center monitoring systems are often inefficient, labor intensive and in many cases, hopelessly biased. These factors conspire, in many cases, to prevent the primary entity from getting a clear picture of the actual agent performance and call center productivity of its third party service providers. TantaComm Systems has developed a unique call center recording software product which addresses the problems of remote monitoring of vendor compliance through an Application Service Provider (ASP) product called DartConnect. DartConnect permits the user to monitor the activities of any and all subcontractor TeleMarketing Agencies (TMA) through a common interface which does not require any human intercession. Using TantaComm Auditor hardware and enterprise ASP call center management software, calls are gathered on a schedule which provides a sample from each and every agent assigned to the user's programs. The primary benefits of Call Center Monitoring Services by DartConnect are as follows: Facilitates true stealth monitoring of TMA performance 24 hours a day for an accurate agent evaluation of the service provided. Collects call center recordings and agent screen recordings from multiple sites of multiple TMAs into one secure central location for playback and call center productivity and quality scoring. Access to DartConnect is completely browser based, permitting quality assurance personnel access from any point on the internet. By using TantaComm's DartQA quality call center monitoring systems and evaluation package, users can identify opportunities for improving TMA performance and enhancing customer experience in both inbound and outbound environments.
DartConnect is an ASP model, which means the user has no investment in additional call center recording software, hardware or personnel to operate and manage the monitoring process. TantaComm simply trains your existing monitoring personnel on the use of DartConnect. Monthly fees are based on the number of concurrent client licenses. One of the greatest advantages of using DartConnect is the increased efficiency and productivity which results from the following features: calls which do not meet a minimum duration (no answers, wrong numbers, answering machines, etc) are rejected and no longer waste reviewer's time. recordings can be evenly distributed over the operational hours of the call center reviewers can work regular 9 to 5 shifts agent desktop and agent screen recording may be integrated with the call if desired voice files can be emailed and shared with supervisors, clients, agents, etc two party consent states are automatically deleted different programs can have varying levels of recording priority
TantaComm's call center management software products feature the highest levels of compression (4.8 kilobits per second) and reliability, which means the impact on the vendor's network and the user's network will be minimal for almost any level of call center recording. Our hosting architecture and data facility have passed rigorous security audits by a major financial services organization, and every attempt has been made to insure the integrity of the information contained in the call. Because of the integration between the recording process and TantaComm's call center quality assurance suite, DartQA, the user has the ability to track the performance and training of any subcontractor agent. As such, DartConnect provides a complete turnkey vendor compliance tool set, and our users report that they have gained significant insight into the manner in which their products are presented to the end user. Please call sales at 800 444 8522 x401, or use our contact form for further information
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