Call Center Quality Management:VPI-Corp-The Powerful Benefits of Analytics-Driven Quality Management Solutions:
Call center quality management has traditionally been perceived as a necessary, if rather tedious, process for monitoring agent performance in an attempt to ensure agent adherence to compliance guidelines and customer service standards. Various methods have been employed in the quest to achieve call center quality management. From supervisors sitting next to agents and scoring them manually with paper forms and check boxes, to more sophisticated call center quality management software solutions that enable supervisors to pull up calls and fill out an electronic evaluation form that can then be maintained for review and basis analysis, along with a copy of the original recording. However, a new generation of analytics-driven call center quality management solutions is transforming the quality management process, turning this routine function into a powerful strategy that can enable contact center managers to align teams of agents with corporate objectives, deliver excellent customer service, and earn valuable customer loyalty.
VPI developed the VPI QUALITY PRO call center quality management solution to enable call center professionals to fully optimize their contact center operations and processes, while simultaneously training and empowering front-line employees to deliver an outstanding customer experience on every call. Due to the vast quantities of interactions managed by contact centers on a daily basis, agents have a profound influence on costs, revenues and the quality of customer care. With the VPI QUALITY PRO call center quality management solution, managers can transform the quality management process with analytics-driven call selection, targeted evaluation and coaching, and a wealth of actionable insights. VPI QUALITY PRO enables agents and supervisors to dramatically improve their effectiveness and job satisfaction – immediately, efficiently and consistently.
With the fast-paced nature of contact center operations, the available time of evaluators and supervisors is scarce. It is therefore vital to ensure that their time is focused on high-value tasks, such as evaluating the most coachable calls that also contain the information most relevant to the business focus. The VPI QUALITY PRO call center quality management solution uses advanced analytics of screen and unstructured data to intelligently select and deliver high-value recordings for evaluation, combining the objectivity of random selection with the tools to focus on the types of interactions that drive your revenue and customer satisfaction goals. For example, users can implement rules to have the solution automatically tag and classify important calls for evaluation so that managers can quickly identify business issues and coach to opportunities for improvement. The VPI QUALITY PRO call center quality management solution can help managers to rapidly solve problems with customer retention, decrease operational costs, identify opportunities for revenue growth, and more.
One of the many exceptional benefits of the VPI QUALITY PRO call center quality management solution is the fact that it provides managers with the ability to automate the coaching process and empower agents and their supervisors to be highly effective. This helps to maximize time and cost efficiencies as electronic coaching fits smoothly within the existing workflow, increases retention rates for new information and expedites ramp-up. Managers can drive ongoing quality improvements by providing immediate, personalized feedback via employee desktop tickers, Web-based scorecards, and providing supervisors with easy access to evaluation forms with related recordings. Personalized training can be delivered directly to agents’ desktops to maximize effectiveness and empower agents.
Five Fun Educational Programs
This is a list of five educational programs that can be a lot of fun. Educational programs aren’t just for kids, people of all ages can enjoy these programs and enjoy learning new information. Here are five programs that in my opinion you should download. They are in no particular order.
This is a fun little program. Seterra has many different exercises for learning geography. For instance, there are quizzes on country capitals, state capitals, major cities, country flags, mountains and volcanos, etc.
My personal favorite exercise is where you try to identify numerous countries by clicking on a blank map. It’s a great way to get good at identifying countries.
In addition, this program also keeps track of high scores, so you can compete against family and friends. And best of all… it’s totally free!
2. Google Earth
This is a program that a lot of people have heard of. But I had to put it here because if you have not used this program, seriously, try it out! Google Earth is an absolutely amazing program full of lots of information. And there is so much information constantly being added.
With Google Earth, you can view satellite maps of the world. But it’s not just that, you can see pictures all over the world (some of them 360 views), links to youtube videos, links to wikipedia entries, traffic conditions, etc. etc. etc.
Seriously… In the time it would take for me to explain what all Google Earth has, you could have already downloaded it. Just go download it.
3. Real Lives
This is a fun little program. Basically… you get to live the life of a person in the world. You can pick the country and create your character, or have your character randomly picked.
To some, this may sound a lot like the Sims, but it isn’t like the Sims at all. In Real Lives you can’t actually see your character. You don’t control his daily actions. Each turn simulates one year. But you can pick your characters career, hobbies, finances, relationships, etc.
Where the educational value comes in is how much you learn from trying to have your character succeed in various countries. The country you live in will really affect how your character does. For example, in the past I have had characters in the United States who did really well career wise. I’ve had other characters in Africa that died in the first few years from disease. I’ve also had characters that were involved in social activism that were executed in various countries with dictators. Like I said, the country your character lives in will affect a lot how they live, and in the process you learn a lot about how people live around the world.
The only downside to this program is that it is only free to try. Unless you buy it, there is an opening screen with a delay. But I still recommend checking it out. And want a challenge? Try creating a character in a country like Somalia and getting them to live till they are 80. Good luck on that one.
4. WorldWide Telescope
This is an awesome program put out by Microsoft. I am going to keep the description for this program simple. Basically you can see a real map of the nightsky full of real pictures. Think of like google earth but looking at the sky. See a galaxy that’s in the sky that you like? Find it on this program and zoom in to find some closeup photos of the galaxy from the Hubble Telescope. If you have any kind of interest in Astronomy, download this!
5. MyHeritage Family Tree Builder
This is a GREAT program for building your family tree. I absolutely love this program and I’ve been using it for awhile now. I have imported many GEDCOM databases into a giant database for my family tree. I have thousands and thousands of distant relatives listed on it. How am I related to some relative that lived 200 years ago across the country? This program will tell me just that and the complete line of how exactly we are related. Very very cool. For getting information about your family tree, I recommend checking out Rootsweb.com
I hope you enjoyed this list. Remember, learning doesn’t have to be boring. There are a lot of ways to have fun and learn new information at the same time. Have fun!
Let us first know what is the VoIP SIP SDK is all about, the SDK stands for Software Developer Kit which means that this is the kit that contains all the tools and methods that you may need to set up a dial and receive soft phone to your application. It is a powerful kit that contains all the features that will turn your soft phone to be like a real one, except that you are paying much less money.
The added features in this amazing software developer kit is all what you will need to set up your VoIP soft phone, no matter what is your intention from doing this but, you will be able to add the suitable features that serve your goals and intentions.
Regardless of the version that you will be using from this amazing Active X, all of them is based on the universal IETF standards so, it could be used with any program that you are comfortable with including Asterisk and OpenSER. In fact, you will be able to use the VoIP SIP SDK with any program based on STUN and SIP. This is the beauty of VoIP SIP SDK.
Now with the final version you will be able to get a full array of features that will add a lot to your VoIP application so, let us browse through these features one by one.
The first added feature, which was added in the 1.1 VER, is to play an audio file while the conversation is taking place. This means that you can let your client listen to an audio file before you continue talking to him. Not only that but you will also get an alert when the playing is finished so, there won’t be a pause but you will pick up the conversation after the audio playing is finished. The supported file type is WAV which is the best for internet usage because of its small size.
Now you will be able to record any call into a WAV file. It is a smart move to keep track of what happened in the previous call. You can use this as a method of quality control or you can use it for coaching your agents.
Holding and retrieving your calls is now available with the VoIP SIP SDK tool kit.
Transferring calls is something very important and there are two methods to do this, either to blind or attend the transfer. Guess what, both methods are available with this toolkit. Transferring is important and you should have full control on the call and be able to transfer it in the appropriate way.
Muting a call or holding the voice of the speaker for a period of time is an important feature in ordinary phones but you do not have it in other soft phone application easily. Here, call muting is very easy to implement and easy to use.
Audio control is very important because you do not want to have a fluctuation in the volume while you are talking through your soft phone. With the Auto gain feature you will enjoy stability in the volume with no fluctuation ever. This active X control will stabilize the call volume and keep it where you want it exactly.
The presence of the VPN support is something great with the VoIP SIP SDK; you will be able to extend your private network with a virtual private network option. The virtual private network will boost your call options and permit sending and receiving files in a better way. You will be also able to send and receive files through FTP.
With the adaptive jitter buffer, you will be able to overcome any latency in the sound and keep it at the highest quality. There will be no latency period during your calls and everything will go smooth like you are speaking on a standard phone line. Having an excellent call quality is an essential demand for all business owners who want to keep their customers comfortable while calling or receiving calls
Problem that occurs to most of soft phone users is the high noise level in the back ground, this is because most computer users are using a standard quality audio gadgets. After all, you are not calling from a studio but, you are calling from a small office or from home. With VoIP SIP SDK, you will be able to enjoy a crystal clear sound because of the Noise Reduction feature added to this program.
Adding telephone sets and using them could be sometimes tricky but, with VoIP SIP SDK soft phone program, you will be able to change the difficult usage into a very simple one. You will be able to get a DTMF tone on your telephone set. This means that when you pick up the phone handset you will hear a dial tone like the one you are used to in the standard phone you use at home or office. Providing your telephone agents with simple technology will cut out the down time and keep the call time for your agents at its top level.
No one will be able to use this software except those who are authorized to do so. With the authorization ID feature you will be able to get give an ID for everyone who is authorized to work with the program.
The former feature is very important because of one thing, the SDK comes in active X format which means that you are able to modify it and add more features or tweak the already implemented features to suite your business so the authorization ID will keep the modification exclusive for those who hold the authorization to work with the program.
The software development kit comes with free sample in JAVA and C++ so you can use these samples or models to modify what you want in your program and keep it running according to your company’s policy. The presence of the code samples is a very good addition because you do not have to be an expert in programming languages to work with these samples, except if you want to do something very special. All you need to do in standard cases is to change some values and you are done.
The best feature ever of the VoIP SIP SDK is that it is nearly free. First of all it is free to try; you will be able to download the latest version of this development kit without any kind of commitment or any kind of payment. All you need to do is to submit your name and email then a download link will be delivered to your e-mail. After trying the program, you may want to buy it from the producer company. At that case, you need to pay only one time and enjoy for life time. Yes, you do not need to pay for a monthly or even yearly subscription fees. You will only pay for the software development kit one time and that is when you buy it after that, you will be able to enjoy all the features provided in it without paying any extra amount of money. Not only that but, you will be able to get all the updates that takes place on the kit at no extra charge. On regular intervals of time, the company releases newer and improved versions of the VoIP SIP SDK soft phone kit, you will also get all of these versions once they are released for free. So, you will be getting the kit forever without paying anything except the price that you had paid for in the first time you purchased it.
After you knew the most important features about the kit now you may want to know more about how to use it in the proper way. It is important to set everything in the right way in order to avoid any conflicts after you run your soft phone application.
Adjust your STUN by setting the local SIP port to 5060 and the local RTP port to 5004. After that, type your STUN server or port in the designated box then you are ready to go.
After that you need to enter your name, password and authorization ID in the designated fields below that and then click registration. Doing this will enable you to permit the person who know the three parameters (user name, password and authorization id) to enter, use and modify your VoIP program.
After setting your user name, password and authorization ID, you will need to set your Proxy. The proxy setting as well, needs a user name, password and proxy address. The final step is always optional, after that you will be able to download any audio codecs that you may need for your audio to work properly. You will get a full array of audio codecs that you can download.
After setting all of these parameters, you will be able to do your first call through the soft phone. It is a great technology that will keep moving forward till the end of the days. The best thing about the VoIP technology is that it literally does not cost anything at all. Consider it this way, inside the company, many agents who want to communicate together to get the work done. Also, it could be used to communicate with clients and for advertisement through the internet.
This means that most of your calls are made with a minimal amount of money that is a fraction of the standard phone expenses that you are paying now. Many businesses are now changing to VoIP to cut down expenses, especially with the current economical status.
Even if you do not intend to use the VoIP service to communicate with agents and clients, you can offer this service to your clients to use it between each other. This is an excellent idea for a business on its own. All you need is the setup fee and the running cost will be very low. You can offer your subscribers the Voice over Internet Protocol service to use.
VoIP is one of these internet fields that are growing exponentially and it serves many business venues all over the internet. Conducting your business through the internet is something crucial and doing this over the regular phone would be very expensive in some cases. If your business only requires local calls then you may not benefit a lot from the VoIP service but the majority of businesses require calling mobile phones, long distance calls and international calls. Long distance and international calls can make your phone bill explode and the only method to avoid this is to use a very cost effective method of communication.
With the VoIP SIP SDK you will be able to tweak your VoIP service and make it serve your business in the best way. It will boost the quality of the VoIP soft phone service you are using and enable you to talk and send messages through the internet in an efficient way that is even better than using an ordinary land line.
There are several VoIP soft phone solutions out there through the internet and most of them are free to download and use but how can you make sure that they include all the features that you may need? The best solution is to put your mind at ease and get a development kit like the VoIP SIP SDK to help you implement and use hundreds of essential features through your soft phone application.