Call Center Quality Monitoring Solutions - Data Collection Resources

C E M S S O L U T I O N S

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CEMS-SC^© - Call Center Quality Monitoring for Small Call Centers^© - gives your call center the advantage of automatic scheduled recording along with the ability to implement a solution that meets your needs and budget. It is the smart choice for small to medium size call centers offering superior functionality with a range of options and price.

Call center quality monitoring , is only reliable way to ensure a positive customer experience and now with CEMS-SC even small call centers have an available solution. CEMS-SC replaces cassette recorders and supervisor live monitoring with a server based and automated solution.

DCR pioneered Monitoring Made Easy^© and is the leading provider of affordable call center recording solutions. CEMS-SC offers small to mid sized call centers automated recording and customized scoring solutions that can be configured to meet the specific needs of your call center. As with all DCR products, final CEMS-SC costs always include installation, training and one full year of technical support.

Then as your business grows and your needs change, DCR's CEMS-SC offers the ability to migrate to a larger system or just add a range of functionality that best meets your business requirements. DCR also protects your investment well into the future by offering a true migration path for upgrade. You can't find a better value anywhere!

If you are considering CEMS-SC for a smaller call center it doesn't mean that we've sacrificed features or functionality. In fact, except for cost - all recording systems are very similar. You build a recording schedule and the activated agent schedule randomly records agent/customer events for storage and playback later for quality evaluation and scoring.

In addition to basic recording user definable scoring templates can be added to the system now or later for agent performance review. That's why CEMS-SC is such an outstanding value.

The goal of CEMS-SC is to deliver an essential call center monitoring and recording tool for supervisory personnel allowing them to significantly reduce manual monitoring time and increase productivity. CEMS-SC eliminates the time spent looking or waiting for a good call to monitor. Recordings can be played back for evaluation when time permits.

The Record Server - Recording of agent/customer events is administered on a single-server Windows based system. Once scheduled and recorded the events are stored and easily retrieved from user definable categories, such as, Supervisor, Agent, Date, Time, Number Dialed, Record Time and Customer Reference.

The Monitoring Log - As recordings are completed the log is updated with call detail information providing a complete list of system recording activities. All recordings are saved with "long filenames", current date and length of recording session. Filter on this information to find calls quickly. Calls can be saved to any network storage drive in any shared folder or password protected folder. All recordings can be replayed from any PC using standard Windows audio replay software.

Build Your Own Solution Highlights - Configuring a basic CEMS-SC solution now or building functionality as your needs change is a tremendous benefit with CEMS Solutions. Here is an overview of CEMS functionality and how it can improve your quality monitoring program when added to your final system configuration.

Scheduler and Agent Database ...

Auto Scheduling© Provides "hassle-free" schedule management. By creating a master schedule the system can automatically manage agent availability, recording duration, and recording events (per agent per month). The only maintenance is to add or remove agents.

Auto Extend© Recording Provides an efficient way to automatically extend recording time at the end of the call. This capability enables the system to intelligently detect if the agent is on the phone at the end of a monitoring session. If it is determined that the agent is on the phone the system will automatically extend the monitoring session to capture the end of the call.

Flexible by design With CEMS you can choose to run the software as a "background task" on your PC or in "protected-mode" with the system residing in the server closet.

Voice Activated Recording Together with imbedded Real-Time© recording the system captures the actual recording time as opposed to just elapsed seconds for more accurate reporting.

Scalable Recording capacity is determined by the size of your center and recording needs.

Recording Flexibility Supports random record for quality monitoring, as well as record-on-demand.

Client-Server Design Quality Monitoring events can be conveniently managed locally at a supervisor's desktop.

User Definable Preferences Individual agent recording definitions include, 'Record by Agent Shift', 'Record by Day of Week', 'Recording Channel', 'Number of Times per month\week' and 'Recording Time'.

The Monitoring Log ...

Monitoring Log Provides a complete list of system recording activities.

"Filter" Option Adds powerful search capability of recorded events by Date, Supervisor and Agent.

Powerful Replay Functionality Includes, Voice Annotation, Text Annotation, Variable Speed Playback, Speed Keys (for direct access to any portion of the recording), Cut, Copy and Paste and e-Mail.

Spreadsheet Option Built-in capability to manage spreadsheet--based evaluation forms.

Supervisor "Client" The supervisor desktop client provides convenient access to all system features including on-demand recording.

Evaluation and Scoring ...

Integrated CERS Customer Experience Reporting System software integrates seamlessly with CEMS-SC and other recording system for agent evaluation automation.

Record on Demand integrates seamlessly with CEMS-SC and offers a supervisor desktop launch of recording of agent/customer events on a demand basis.

Single Screen Recorded events are linked to scoring templates for efficient single screen access when evaluating.

User Defined Scoring User scoring templates are built into the system based upon the user's scoring methodology and requirements. Parameters are definable for each type of monitoring event such as, inbound calls, outbound, sales, order entry and billing.

User Defined Fields Answer fields can be formatted to the specific question, e.g.; True/False, Yes/No, Numeric, text or date and color coding for visual reinforcement of scores achieved.

Reports Includes an extensive library of standard analysis, trends and performance reports written in Crystal Reports that can be easily modified.

Flexible Viewing Scoring sessions can be viewed by Location, Department or Group providing a unique view of your organization. Tracks total sale and up-sell dollars where desirable.

Calibration Allows call centers to 'evaluate their evaluators' by supporting the ability to rescore previous sessions and evaluate scoring practices of supervisory and QA staff for equality.

Linked Scoring Results Recorded Events are always linked to the scored evaluation forms for ease of review and distribution.

CEMS-SC was designed for small call centers but encompassing a migration path for growth - protecting your investment. Build your own solution by adding functionality as you need it or upgrade to the next product level. Your investment is always protected with DCR.

Call 860-537-0649 to receive a CEMS-SC information packet today via email or to request a demo CD - CLICK HERE