Provides the complete history of an Interaction from the Start of the interaction till it has been evaluated by the customer through Survey. This complete journey is presented to the Quality Team, to go through the interaction details and come up with an accurate score for the Agent.
Our Wide Range of Quality Services
BCX RECORDER
BCX Recorder is simply the practice to capture call details along with original call recordings in the call center to improve agent productivity and increase customer satisfaction.
- Facilitate Recording for Compliance and Quality Purpose.
- Full Recording and Selective Recording.
- Selective Recording for Phones, Group or Time Of Day.
- Powerful Call Search Tool.
- Call Search using Telephony Parameters and Customer Specific Fields.
- Call Archive Option and option to play directly from Archive.
- Call File Encryption.
- Audit Trail for Call Playback.
- Option to download call record or send by email.
- Full Integration with BCX Contact Center.
- Fully Integrated with Quality Evaluation System.
- Open Interface for Speech Analytics Solutions.
AGENT EVALUATION
The best way to evaluate Call Center Agent.
- Highly Customizable Agent Evaluation Templates.
- Evaluation Templates at Skill Level.
- Fully Automated and Configurable Call-Selection for Evaluation.
- Customizable Call Selection at Agent Level.
- Agent Performance Reports and Score Cards.
- Evaluator Performance Report.
SCREEN RECORDING
BCX Screen Recording Capture, monitor and manage customer interactions to improve your customer service as well as ensuring regulatory compliance.
- It is a powerful and easy to use platform to capture and playback synchronized voice & video of your agent’s interactions.
- You can easily record and retrieve how agents use your CRM and other desktop applications.
- As your agents gain greater desktop efficiency.
- As your agents gain greater desktop efficiency.
- Increase First Call Resolution.
- Increase overall customer satisfaction.
SCORE CARD
BCX Quality Creating An Effective Call Center Scorecard.
- Determine the overall purpose.
- Solicit the input of stakeholders.
- Select the criteria.
- Implement tentatively.
- Monitor and refine.
- Collect and compile data.
- Review and refocus periodically.
FORECASTING
BCX Forecasting help you for Long and short terms forecasting.
- Less time and effort.
- Higher forecast accuracy.
- Always up to date.
SCHEDULING
BCX Forecasting help you for Long and short terms forecasting.
- Less time and effort.
- Higher forecast accuracy.
- Always up to date.
REAL TIME ADHERENCE
BCX Real Time Adherence is workforce management metric that helps you pinpoint employees that are currently out of adherence with the planned schedule. Real-time adherence essentially shows you in real-time what an agent is scheduled to be doing, and what they are actually doing.