Call centre operators use VOXTRONIC systems for the recording of data and conversations to

• document flows of communications as reliable evidence
• allocate activity units in an accurate way
• implement lasting improvements to service quality
• minimise the risk of litigation
• increase the value and utility of the existing IT landscape and
• reduce costs

A lot of things are said, but what exactly? Interactions between clients and agents are many and varied, decisive strands of conversation are often complicated and difficult to understand. The voxlog professional system from VOXTRONIC not only allows for the gap-free documentation of these processes, it also lends them structure and makes them transparent - all with just a few mouse clicks.

Employees, the most important capital of any call centre, can on the other hand leave you with capital liability claims and damage to image. But the call centre having access to court-admissible recordings, conveniently and centrally archived, is a much safer place for its customers, clients and agents, regardless of whether it's the precise allocation of activity units, the checking of sales results, evidence of contractually-relevant content, or for internal review purposes. Even smaller call centre operators, for whom speech-recording was an attractive but not always affordable proposition just a few years ago, are beginning to discover the cost-effective and enormously scalable voxlog professional system for themselves. It can be expanded as their company grows, increasing the value and utility of the existing IT landscape and dramatically minimising the risk of litigation.

Seamlessly integrated into the existing call centre software and operated intuitively via the web, voxlog leaves no questions unanswered. What is the situation regarding service quality? Who called who and when? And in what language? What about when the conversations began, ended and how long they lasted? Optionally a screenlogger can provide realtime screen input. Even conversations that have already been conducted can be recorded afterwards at the press of a button, with the voxmemory facility. Key figures for quality control are also indispensable, such as how long the line had been ringing before it was answered. Or the net conversation time of the agent per hour.

And it's not only the quantity that is increased. Precisely targeted follow-up training results in satisfied customers. If, for example, the supervisor assists his agents in awkward situations by means of hidden coaching, this three-way communication can be recorded and listened to again at the press of a button using instant recall. Performance can thus be jointly analysed and optimised following the conversation. This results in better, more motivated agents. And this regardless of whether you need to hear the recording again after three days or three months. Campaign-specific allocation ensures an additional overview and collates recordings that belong together. But that's not all. Thanks to intelligent voxflow-management, documents can also be categorised conveniently by special attributes (deletion protection), and provided with file attachments and additional information. Communications are retrieved using a highly flexible search, with scarcely any delay. Even if the agents frequently move workplaces in a hot desking environment, conversations that they have conducted remain clearly traceable. Even particular key moments – being positively surprised, the contractually-relevant statement, an expression of displeasure – can be picked out using the keyword-spotting module.

This type of recording control is freely configurable: whether all conversations are processed (inward and outbound; digital and analogue lines) or only selected ones (filtered according to rules such as call number, project, time of day, agent), or whether triggered by speech or by contact – the central SQL-database registers every call and all connection data in real time. Archiving takes place in protected format on reliable media, and in complete accordance with your instructions. Data can also be compressed or uncompressed, and can also be encrypted on demand.

The voxlog professional system from VOXTRONIC can be integrated into all common telecommunication systems.