Call-Shadow /Analyzer is a unique agent evaluation and coaching system that is integrated with the voice recorder to provide contact centres with value for money and easy to use quality monitoring.

Contact centers strive to build a highly competent agent workforce that can build customer loyalty, deliver an excellent customer experience that reinforces the brand values, minimize repeat calls, maximize ‘sales through service’ and optimize call length.

With employees representing about 60% of the total contact centre costs, the need to manage agent performance effectively cannot be ignored.

Performance management has to be seen as a key business process that requires objective and consistent measurement, inspirational feedback and skills coaching.

It is essential that quality monitoring and coaching represents value for money and is easy to implement, and manage everyday.

Many contact centers record calls for regulatory or compliance reasons. By integrating the recorder with a quality evaluation system, a full quality monitoring system is created.

In mid-size contact centers both cost and ease of use are very important. If the quality monitoring program is to deliver the long term benefits, the system must be a supportive enabling tool and not a barrier. Many systems are too complicated and therefore do not get used fully.

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