The performance of even the best call centers in the world is mediocre at best and everyone knows it. Customers are dissatisfied with the level of service they are getting, and the variation in output measures such as compliance, handle time, and call resolution is all over the map.
The current approach to call center improvement (occasional recording, monitoring and coaching) is not only too expensive, it is completely ineffective - you simply can not improve a call center one agent at a time.
We all have put up with the sorry state of this industry for too long, but it is about to change:
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Our ProtoCall solution has created a completely new category of call center technology solutions. This agent-assisted voice solution delivers near perfect live agent process adherence, which means all your agents, even the ones at outsourcers, do and say exactly what you want them to on every call. It reduces agents' stress levels, delivers a better customer experience and drives dramatically lowers costs and increased cross/upsell revenue. ProtoCall will have as big an impact on live agent call handling as the Toyota Production System had on manufacturing.
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Our ReCall solution allows simple, low-cost, open-format call recording with no PBX-integration requirements and makes call recording and screen capture affordable to any size center with any technical configuration.
The revolution has begun - see for yourself.