
Effectively using Research Software for better insights
Effectively using Research Software for better insights Free Download: Enhance NPS Scores using our NPS Survey Templates Download Now SHARE THE ARTICLE ON Share on
Explore Voxco
Need to map Voxco’s features & offerings? We can help!
We’ve been avid users of the Voxco platform now for over 20 years. It gives us the flexibility to routinely enhance our survey toolkit and provides our clients with a more robust dataset and story to tell their clients.
Steve Male
VP Innovation & Strategic Partnerships, The Logit Group
Explore Regional Offices
Explore Voxco
Need to map Voxco’s features & offerings? We can help!
We’ve been avid users of the Voxco platform now for over 20 years. It gives us the flexibility to routinely enhance our survey toolkit and provides our clients with a more robust dataset and story to tell their clients.
Steve Male
VP Innovation & Strategic Partnerships, The Logit Group
Explore Regional Offices
Contact center quality assurance is the process by which supervisors can observe their agents’ performance to track if the call is up to the contact centers’ requirement and expectations. Effective quality assurance software allows call center management to quickly discover issues within their teams through proactive monitoring of interactions between customers and their agents.
Every business with a call center, or a contact center, can greatly benefit from employing a predictive dialer software. However, predictive dialers are most commonly used in telemarketing, market research, and customer service follow-ups.
Predictive dialers assign calls to those agents who are best qualified to answer the calls, which is another feature that every call center can benefit from.
Predictive dialers mechanically dial multiple numbers at once based on factors such as average call duration for the agent, and the campaign’s pre-set ratio. The dialer notes all busy signals and out-of-service numbers on the list. The system is able to distinguish between when a call is sent to voicemail and when it is answered. Calls that connect will be automatically transferred to call center agents to talk to respondents.
Predictive dialers eliminate the need for manual dialing, which allows agents to focus on tending to calls. This allows agents to answer or make many more calls in the same time frame, not only increasing agent productivity but call center productivity as a whole.
Customers tend to rate their customer experience with a brand more positively after a pleasant or fruitful interaction with their contact center. Call center quality assurance software can help ensure that your agents and systems are working seamlessly to deliver positive outcomes to your callers, thus improving customer experience.
Track and measure your contact centers’ performance in real-time. Whisper mode allows supervisors to speak to agents in real-time without the customers hearing them, which ensures that no situation goes awry. Seamless transfers allow for routing calls to your retention team to deal with negative interactions.
There are many compliances which call centers have to deal with on a daily basis such as DNC, GDPR regulations, HIPAA compliance for those in the healthcare sector, Auto dialing issues and more. Call center quality assurance software can allow businesses to monitor their calls and ensure strict adherence to these regulations.
Utilize powerful analytics tools with your call center quality assurance software to understand why your callers behave the way they do, and get insights into how you can improve workplace productivity.
More informed agents = better caller experiences. Voxco’s intuitive dashboards relay useful information about the caller to their agents’ dashboards, ensuring minimal time is spent searching for customer details.
Voxco has decades worth of experience in CATI telephone survey systems and has a highly equipped team of professionals that are available to help meet your specific needs.
Voxco lets you integrate Voxco CATI/IVR and Cloud-dialer with the telephony system of your choice for maximizing the productivity of your call center software. Blend inbound and outbound calls and improve call resolution rates by using our automated, manual, or hybrid dialing modes.
With Voxco's advanced IVR settings, it becomes easy for a call center automation software to streamline various tasks such as putting custom on-hold music, generating automatic recap emails, or providing an efficient self-service option.
Voxco’s best-in-class analytics can empower the call center automation software to transform customer feedback into actionable insights. Draft a visual story through that data to understand your customers well. Dive deeper into our analytics software, here.
Voxco Dialer helps you monitor, measure, and improve the performance of call centers everywhere with features that facilitate live monitoring of calls and the recording of full or partial calls. Additionally, have access to the Dialer Dashboard where you can create project performance reports or check on agent productivity.
Call centers can be used to conduct surveys at a large scale. Voxco IVR and CATI Software make it easy to conduct 1:1 or self complete surveys and manage large scale research projects. Read how Siena college leveraged Voxco’s omnichannel survey solution to make over 3 million calls and provide real-time insights into the House and Senate races!
Call centers are an important touchpoint for customers, with a positive or negative interaction having the potential to influence how customers perceive your brand. Voxco’s telephony solutions (CATI and IVR surveys) allow contact centers to conduct phone surveys to gather customer feedback and get insights into possible problem areas for your business. Call Center quality assurance software can help understand where this key touchpoint can be improved, and if your customer experience is in line with customer expectations. Results can be seamlessly integrated with findings from online and face-to-face surveys to provide a holistic picture about your overall customer experience.
Get access to distinct manual calling deployment scenarios tailored to any call center quality assurance software requirements. Automated case distribution, integrated call monitoring and accurate call statistics will help boost productivity levels and ensure TCPA compliance is met.
Don’t let bad hosting solutions hold your call center back! Voxco allows you to store your call center quality assurance software data securely in the cloud or on premises.
Our best in class service and support will ensure a smooth and seamless transition to voxco, and help you get the most from your call center quality assurance software.
Read more
Effectively using Research Software for better insights Free Download: Enhance NPS Scores using our NPS Survey Templates Download Now SHARE THE ARTICLE ON Share on
Sentiment Analysis helps improve Customer Experience Customer Experience Ensuring an excellent customer experience can be tricky but an effective guide can help. Download Now SHARE
Population of Interest: Find one that fits yours Market Research Toolkit Get started with Voxco’s Market Research Toolkit. Market Research trends guide + Online Surveys
Ultimate Guide to Demographic Segmentation Voxco is trusted by 450+ Global Brands in 40+ countries See what question types are possible with a sample survey!
Stratified Sampling vs Cluster Sampling Conduct cost-effective research with Voxco Book a demo SHARE THE ARTICLE ON Table of Contents What is sampling? Survey sampling
Questionnaire : Types, Examples & How to design Try a free Voxco Online sample survey! Unlock your Sample Survey SHARE THE ARTICLE ON Share on
We use cookies in our website to give you the best browsing experience and to tailor advertising. By continuing to use our website, you give us consent to the use of cookies. Read More
Name | Domain | Purpose | Expiry | Type |
---|---|---|---|---|
hubspotutk | www.voxco.com | HubSpot functional cookie. | 1 year | HTTP |
lhc_dir_locale | amplifyreach.com | --- | 52 years | --- |
lhc_dirclass | amplifyreach.com | --- | 52 years | --- |
Name | Domain | Purpose | Expiry | Type |
---|---|---|---|---|
_fbp | www.voxco.com | Facebook Pixel advertising first-party cookie | 3 months | HTTP |
__hstc | www.voxco.com | Hubspot marketing platform cookie. | 1 year | HTTP |
__hssrc | www.voxco.com | Hubspot marketing platform cookie. | 52 years | HTTP |
__hssc | www.voxco.com | Hubspot marketing platform cookie. | Session | HTTP |
Name | Domain | Purpose | Expiry | Type |
---|---|---|---|---|
_gid | www.voxco.com | Google Universal Analytics short-time unique user tracking identifier. | 1 days | HTTP |
MUID | bing.com | Microsoft User Identifier tracking cookie used by Bing Ads. | 1 year | HTTP |
MR | bat.bing.com | Microsoft User Identifier tracking cookie used by Bing Ads. | 7 days | HTTP |
IDE | doubleclick.net | Google advertising cookie used for user tracking and ad targeting purposes. | 2 years | HTTP |
_vwo_uuid_v2 | www.voxco.com | Generic Visual Website Optimizer (VWO) user tracking cookie. | 1 year | HTTP |
_vis_opt_s | www.voxco.com | Generic Visual Website Optimizer (VWO) user tracking cookie that detects if the user is new or returning to a particular campaign. | 3 months | HTTP |
_vis_opt_test_cookie | www.voxco.com | A session (temporary) cookie used by Generic Visual Website Optimizer (VWO) to detect if the cookies are enabled on the browser of the user or not. | 52 years | HTTP |
_ga | www.voxco.com | Google Universal Analytics long-time unique user tracking identifier. | 2 years | HTTP |
_uetsid | www.voxco.com | Microsoft Bing Ads Universal Event Tracking (UET) tracking cookie. | 1 days | HTTP |
vuid | vimeo.com | Vimeo tracking cookie | 2 years | HTTP |
Name | Domain | Purpose | Expiry | Type |
---|---|---|---|---|
__cf_bm | hubspot.com | Generic CloudFlare functional cookie. | Session | HTTP |
Name | Domain | Purpose | Expiry | Type |
---|---|---|---|---|
_gcl_au | www.voxco.com | --- | 3 months | --- |
_gat_gtag_UA_3262734_1 | www.voxco.com | --- | Session | --- |
_clck | www.voxco.com | --- | 1 year | --- |
_ga_HNFQQ528PZ | www.voxco.com | --- | 2 years | --- |
_clsk | www.voxco.com | --- | 1 days | --- |
visitor_id18452 | pardot.com | --- | 10 years | --- |
visitor_id18452-hash | pardot.com | --- | 10 years | --- |
lpv18452 | pi.pardot.com | --- | Session | --- |
lhc_per | www.voxco.com | --- | 6 months | --- |
_uetvid | www.voxco.com | --- | 1 year | --- |
Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.
Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.