Contact Centers In today’s business environment, your call center must operate at peak efficiency while also improving customer relationships. Mercom’s Call Center Suite delivers power and flexibility in a single recording and call center evaluation platform. It is cost-effective because it is easy to use and install, with a low cost of ownership. Mercom’s advanced suite of call center tools helps you to keep customers, retain agents, enhance agents’ skill sets, and minimize training costs. Mercom’s Audiolog™ Call Recording Server and browser-based Interaction Quality™ (IQ) software are designed to be intuitive to use and will significantly reduce the IT resources needed to implement and maintain them. With an industry-standard browser-based interface, Mercom products require minimal training, freeing your staff to focus on delivering great customer service. Call center personnel can design and create evaluation forms in minutes as easily as creating a PowerPoint™ presentation. Quality Assurance staff can listen to calls while using IQ on the same screen, eliminating the need for multiple desktop displays.Thousands of IQ reports can be created quickly and easily. Reports can be viewed locally, exported to applications such as Microsoft® Excel® and Word®, and automatically emailed as PDF files. Weekly or Monthly report cards can be automatically delivered to Agents via email. Mercom utilizes Microsoft’s SQL® database to provide reports that help you analyze the performance of individual agents, groups, or even the entire call center. This enables you to spot trends and respond proactively, or to compare agents, groups, supervisors, and evaluators. Mercom’s Call Center Suite is the most flexible solution available, giving you the ability to record agents and instantly retrieve recordings from your desktop for weeks, months or even years. You have the flexibility to record everything, just a percentage of calls, or only those calls you define as most significant, such as large sales, orders, specific phone numbers, or call types. |
