teleXpertise are the “TeleSales Experts”. teleXpertise offers an array of inbound and outbound call center outsourcing services. Services include Quality Monitoring, Quality assurance, Secret and Mystery Shopping.
teleXpertise makes hundreds of Quality Testing phone calls for clients. They needed to record these calls in a way that was transparent to the recipient. They also needed to be able to retrieve recordings from the web and clearly hear both sides of the conversation. They have multiple agents making calls so each agent needed a unique access code and way to track their calls.
Each agent's PIN can provide a unique Caller ID to further preserve the QA integrity by not making calls appear as if from out of the local area.
Once the call is completed, the recording is stored as a high quality, small foot-print WMA file which can be played on any Windows PC and all major Audio players. (MP3 is also available if required) Agents and managers can then retrieve the file via web. The web interface also allows annotation of the record for future reference.
An email with a link to the new file is emailed to the agent and the manager for additional documentation.
Online Call logs provide a real-time record of calls including date/time, duration and number called.
For more information about teleXpertise, call 1- 720-200-0590 or visit the Web site at www.telexpertise.com
Date Published: March 2009 © 2009 Diamond Voice LLC. All rights reserved. This case study is for informational purposes only. DIAMOND VOICE MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.