Voiscore

Voiscore - Call Quality Analysis Package

Voiscore is an advanced web based call quality analysis package to help improve agent performance and skills by providing training feedback using voice recordings or real time monitoring and a highly featured evaluation software package to provide a fair and consistent appraisal.

Voiscore Software enables users to objectively Analyse Calls and keep a complete and accurate record of performance as well as other issues discussed at a session. Many aspects of performance can be accessed comparing the performance of individual agents, teams or the Centre as a whole.

Comprehensive performance reports can be accessed at any time and Voiscore also includes powerful Community notice boards, schedules and statistics. Evidence from call centres shows that there is a direct relationship between the frequency of evaluation and training and the Performance of Agents.

Voiscore Screenshots

Call Search
Call search by: Date, Time, Ext, Agent info, Customer info

VOD (Voice On Demand)
Playback a recorded call by scorer's request

Streaming playback
Instant playback by streaming tech without any delay of copy file

Evaluation
Editing/Creating: Enable to edit/create the evaluation form.

Voiscore Features:

Evaluation System
Easy to access
URL access - automatic installation via web
Web-base program (anytime, anywhere access)
Simultaneous access by many users

Monitoring
The smallest bandwidth (real-time monitoring)
Simultaneous monitoring by multi-users on a certain agent's call

Call Search
Call search by date, time, ext, agent info, customer info

VOD (Voice On Demand):
Playback a recorded call by scorer's request

Streaming playback:
Instant playback by streaming tech without any delay of copy file

Evaluation
To be scored:
Save the certain calls after selecting them to score
Select the call and evaluation form to score
Evaluate the call with listening

On scoring:
Save uncompleted evaluation form

Scored:
Scored evaluation form to be reported

Sharing:
Evaluation forms to be shared by supervisor

Reported:
Completed evaluation form confirmed by manager
These forms are the source for statistics

Editing/Creating:
Enable to edit/create the evaluation form

Report Search
Searching the reported forms

Statistics
Statistics by specific data such as agents, groups, scorers
Graph by using chart
Details such as total scores, average etc.
Saving it to Excel file or GIF file