Data Collection Resources, a company that makes quality-monitoring and recording solutions for call centers, has released a tools for small call centers called CEMS-SC. It's targeted at centers with under 25 agents.

 

CEMS-SC for small call centers is a "random record" system to schedule and record agent-customer events. The system runs on a Windows based platform storing recordings in familiar Windows .wav file format on local PCs or shared folders on the company LAN. Playback of recordings from any desktop PC uses ordinary audio playback programs such as QuickTime.

 

The system ships complete for $2,995 and easily installs on existing company servers. DCR says that as companies grow, CEMS-SC is upgradeable to higher level systems within the CEMS product suite ensuring a migration path for expansion.

 

"Small call centers are one of the fastest growing segments of the call center industry and are in fact faced with the same day-to-day business needs as larger centers" said Larry Hennessey, director of call center technology for Data Collection Resources.

 

"Most small centers, however, don't have access to the same level of tools and technologies due to budgetary constraints. CEMS-SC addresses the need for quality monitoring and recording that most small centers can afford," Hennessey added. The CEMS product suite includes Random and Total Record, Agent Evaluation, Screen Capture, Record on Demand and e-Learning Management.