Call Recorder and Logger
The Teclan Call Recorder and Logger performs the recording of the service provided by the contact center, stores the recordings in MP3 files and offers a series of filters for recovery. It also offers tools for Quality Assurance for the assessment and training of agents. Thus, the solution contributes both to the quality of care and to meet the industry regulations.
You can choose from four types of recording according to the characteristics of the operation: continuous, on-demand, scheduled and random. Furthermore, the recordings can be programmed to be triggered by CTI events, ensuring the registration of the most important events.
The recorded calls can count on automatic backup to Zip, DAT, DVD, CD and HD. In addition, the audio files are generated in MP3, greatly reducing the need for storage space.
The stored files can be recovered through a series of filters such as date, time, keywords, agent ID, the client’s CPF1 number, the central source, etc. Thus, you can quickly find the files, which can also be exported via email and the Internet and played anywhere.
The product includes tools for the assessment of the service provided, ranging from evaluation forms completed by agents to reports that allows monitoring of their performance. Forms can be standard or prepared in accordance with the evaluation process of the contact center. In order to complement the assessments and assist in the training sessions, the Teclan Call Recorder and Logger allows the inclusion of comments and notes from supervisors. It also enables the linkage of records to the tests conducted.
Digital recording
Continuous recording, on demand, scheduled or random
MP3 files generated
Automatic Backup
Several filters for recovery
Export of recorded files
Quality Assurance Tools