Case Studies
Home / Case Studies / Tele-Web Applications - Case Study
DownloadOur Brochures 
View OurProduct Demos
Read OurCase Studies
Tele-Web Applications - Case Study
Tele-Web Applications
This leading UK-based outsourced call centre needed to provide a hosted call recording option for their third party clients, not having local call recording in place. Call Reviewer was perceived as an excellent choice because of the very low capital outlay and usage-based cost, which enabled the call centre to offer an option of call recording to their third party clients at a slightly increased rate. They were also very keen on a white label solution, to which they could add their own look, feel and branding.
Automated Telecoms worked with the call centre to position Call Reviewer as an excellent choice for all its third party clients. Able to activate rapidly and at low cost and having the facility to search, play, score and report on all recorded calls through an advanced web-based interface. We also customised the scoring criteria to enable supervisors to monitor, score and report on agents calls. In turn, this supplied the information to report on individual agent performance and agent comparison reports.
After customising the look and feel of the interface to match corporate branding, they also used Call Reviewer’s unique call tagging facility to identify calls that they wished to open up directly to their third party clients. We created logins for each client, limiting access to just the tagged calls, so they could monitor a given number of calls from their desktop PC. This effectively provided a ‘glass ceiling’ to all the call centre’s third party client and was highly valued in terms of visibility and openness.
As a result of the success of the Call Reviewer application, the call centre is actively looking at exploring the use of Home Workers, where they feel that they can use Call Reviewer to once again monitor agent performance in a Virtual Call Centre environment. They are also looking at a number of other Automated Telecoms solutions to help provide real time statistics and deliver real time call information to agent desktop applications.
‘Call Reviewer is the best network level call recording solution we have seen, with an advanced and flexible interface. Without it, we couldn’t bid for business requiring call recording. We are very impressed with all of AT’s products !’
Please contact Automated Telecoms for a full Case Study with customer contact details.
