Outbound Call Center Featured Article

Govig Using Tracer Solution for Maximizing Management and Performance of Its Call Center

By Nathesh
TMCnet Contributor

OAISYS (News - Alert), a developer of call recording and contact center management solution, claimed that executive recruiter and placement firm Govig & Associates is leveraging the Tracer contact center management solution to maximize the management and performance of its call center.

According to OAISYS, the Tracer contact center recording and quality assurance solution makes call recordings to become a vital part of developing highly effective compliance, process and risk management programs. The solution’s call monitoring functionality ensures phone-based interactions are readily available for dispute resolution and transaction verification.

Govig asserted that its call center attends an estimated 2,000-3,000 calls per day between account executives, client firms and job candidates. The company has been using Tracer for quality assurance and dispute resolution and Tracer serves Govig's documentation needs in three major ways. One is for self-review and sharing of call recordings, two is for managers to regularly export calls into mp3 audio files and download them to portable players and create a library of content that can be used for reviewing the company's methods and processes.

And finally managers review recorded calls to determine whether or not recently departed recruiters or those who may be suspected of unethical behavior have conformed to the company's personnel and operating guidelines.

Some of the notable highlights of the Tracer solution are:

• OAISYS Portable Voice Document (PVD) technology, which provides a highly secure means of reviewing, sharing and adding notes to call recordings;
• Intuitive user interface with call visualization, which simplifies call recording review and auditing; Effortless organization and search capabilities, allowing a targeted call recording to be retrieved within seconds;
• Integrated live monitoring and auto monitoring, allowing real-time agent coaching and personnel development;
• Customizable employee evaluations and powerful quality reporting, allowing call centers to proactively monitor, manage and improve workforce performance;
• Optional desktop screen capture capabilities, enabling a more complete picture of agent activity; and more.

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