Following is just some of the feedback Data Collection Resources receives from its CEMS quality monitoring and call recording customers. DCR has been assisting companies since 1997 to monitor, record, evaluate and improve the customer experience by offering affordable solutions. We thank all of our customers for their support and comments here:

"Since implementing our QA phone review program in late 2003, the DCR system has helped us significantly improve the overall quality of our customer interactions via telephone.  The system has allowed us not only to increase our coordinators' consistency and accuracy of information being communicated, but also to elevate their overall customer service skills and professionalism."   

...Ronald G., Meridian IQ

"Using DCR effectively has helped our support team achieve some of our most important objectives. Consistency in call handling, documentation, troubleshooting steps and most importantly a large increase in our customer satisfaction results have been made much easier to achieve and measure by the call monitoring, reviewing and scoring tools provided by DCR. The system provides much of the same functionality of many more expensive solutions at a fraction of the cost and is very easy to use and configure."

...Eddie S., Pulte Homes

"We have been able to decrease our quality monitoring staff from 12 to 4. CERS allows these 4 people to monitor about 900 agents quickly and easily."

...Steve A, Scholastic

"In our center we use Data Collection Resources recording and agent evaluation software and are thrilled with how easily we can monitor and evaluate our agents. I would wholeheartedly recommend this solution to anyone looking for a first-class quality monitoring and evaluation system."

 ...Clay H., USA BlueBook

"Our industry and Company is experiencing unprecedented growth. Our mantra is to “keep it simple”.  Technology needs to be consistent, reliable and easy to use, so we can focus on growing our business. Our decision to go with CEMS from Data Collection Resources was in June 2003.  Today it is an integral part of our business. We can’t imagine managing our call center without an automated quality monitoring system."

 ...Therese S., Pulte Homes

"Ongoing training is much more effective for our CSR's when they can listen to their own calls and hear for themselves the things they do well and the things they need to work on.  With the tools provided by DCR we are able to provide individualized call monitoring and playback with almost no effort."

... John, M., Consumer Cellular

"Prior to using CEMS, I was not able to gauge performances and compare agents. Since using the monitoring and scoring system, the average monthly score per agent grew from around 2.8 to 3.1, on a 4.0 scale. When you give the reps constant feedback, let them know what you expect and give them positive reinforcement, people will respond. I happen to think everyone wants to be successful."

... Kena B., Insight

"Monitoring CSR performance is a time consuming necessity in all call centers which if utilized efficiently can optimize the enterprise requirement for customer retention and employee satisfaction, "said Dana W. Customer Service Supervisor for a major public utility who uses the system." Mr. Weber continued to say "With CEMS, management now has access to the most efficient system available for setting customer interaction guidelines and employee performance goals."

... Dana, W., Public Utility

"We had been monitoring our agents which captured voice only. We wanted to look into a system that could allow for screen capture as well. We choose CEMS because it had all the main features and functionality we were looking for, including auto monitoring, agent evaluation tools, and of course screen capture. An added bonus for us in this decision making process was the competitive cost structure of the CEMS system."

...Carmen, P., Staples

"We've been using DCR's monitoring system years and found that it has been well worth the investment. Before we invested in the system all monitoring was done manually, which was very inefficient and limited our ability to effectively monitor all of our people. Customer Satisfaction is paramount in our company and with this software we no longer need to worry about finding the time to monitor, because all calls are saved on our Wide Area Network and available for replay at our convenience."   

... David  W., Circulation Development

"Our call center is very small, 20 reps, and we were looking for a product that was economical yet of a high quality. We have found the DCR system to be more then we expected. It is reliable, functional and the support has been great. Thanks to Lori and her team for making this product available!"

... Marilyn S., RSC Equipment Rental 

"We chose CEMS for our recording solutions because the software would best meet our quality monitoring requirements for over 200 staff. Since we automated the recording of calls, our Human Resource department has more time to evaluate those calls and meet on a regular basis with the staff. For any questions we asked regarding the implementation of CEMS, the support representatives were always responsive."

...Shawn M., On-Line Support