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For tight quality control over client contacts, and for training needs Description
ProntoTM features solutions for applying a quality assurance process to data collection operations. Benefits - Strict control over the quality of client contact and associated data
- Productivity improvement
- Automatic recording of monitoring activities
- Training
Features - Monitoring. Pronto voice monitoring allows supervisors to quickly select an agent and listen to the ongoing conversation. The agent's screen can be simultaneously monitored as well. Monitoring is in indispensable quality assurance tool.
- Detailed reporting of operations. Pronto provides all the information needed to manage operations in real-time. Supervisors have immediate access to complete statistics describing current campaigns, accurate reports on the performance and state of each agent, conditions and loading of the telephone system, state of ACD queues etc. These tools enable rapid informed decisions to be taken affecting current operations, and to improve productivity.
- Recording of interviews. Pronto provides user-friendly facilities for partial or complete recording of interviews. Supervisors can listen back to selected interviews at their convenience. This feature is becoming an essential training feature for firms concerned with the quality of their services.
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