Until recently, Major financial service and telecom companies who subcontract telesales and cross sell activities to third party Tele-Marketing Agencies (TMAs) faced major hurdles in managing vendor compliance and quality.

The TantaComm DartConnect system addresses the problems of remote TMA management through a hosted ASP platform. 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 contact 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 contact center Monitoring Services by DartConnect are as follows:

1. Facilitates true stealth monitoring of TMA performance 24 hours a day for an accurate agent evaluation of the service provided.
2. Collects contact center recordings and agent screen recordings from multiple sites of multiple TMAs into one secure central location for playback and contact center productivity and quality scoring.
3. Access to DartConnect is completely browser based, permitting quality assurance personnel access from any point on the internet.
4. By using TantaComm's DartQA quality contact 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 contact 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 contact 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 contact 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 contact center recording. Our hosting architecture and data facility have passed rigorous security audits by major financial services organizations, 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 contact 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.

To learn more about TantaComm's Third Party TMA Management Solutions, select from the options below, or contact us at 1-800-444-8522 today.