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VoisCoach Call Centre Monitoring and Coaching

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Overview
VoisCoach Features
VoisCoach Benefits

Quality Call Centre Monitoring and Coaching

VoisCoach is a Quality monitoring and learning solution to enable your contact centre to deliver a consistently positive customer experience and can be used with your existing voice recorder or one supplied by Storacall.

	Voice/Data Recording
	Call Evaluation
	Behavioural Learning
	Online Coaching

VoisCoach takes a fresh look at the process of contact centre quality management. Today's contact centres have the potential to build customer loyalty, demonstrate the Brand values and generate cross and up selling. Success in CRM programmes is dependent upon call handling advisors deploying positive behaviours, and therefore makes quality management an essential process. However, VoisCoach is much more than traditional 'quality monitoring'. VoisCoach has been developed to go beyond quality monitoring by including online learning and coaching tools. This enables to ROI to be more attractive due to a broader span of influence on performance achieved through the various capabilities of VoisCoach.

Contact centres are able to record customer interactions, evaluate advisor performance and report on the outcomes. However, VoisCoach does not only provide the evaluation capabilities but uses self-coaching techniques to create continuous learning of critical behaviours.

The learning is undertaken in bite-size chunks at a desktop during times of low call volumes.

Sample VoisCoach Screenshots

Company Overview
Evaluating a Call
Training Needs Analysis

There are many pre-requisites to improving performance. These range from the way the evaluation is conducted, to the manner in which feedback is given and type of help and support provided. VoisCoach recognises the needs of both the advisor and team leader and provides the required tools.

The result is an engine that continuously drives performance upwards in a positive and participative manner. It provides the basis for management to have confidence that team leaders are evaluating calls consistently and that quality scores are not inflated.

VoisCoach Key Features:

Contact Handling Templates
	Unlimited number of templates can be developed
	Multiple scoring options available
	Weightings applied to each question
	Applied to calls, email, correspondence etc.
Evaluations
	Easy to use
	Each question includes evaluation guidelines
	Use audio clips and comments with each question to support assessment rating. This simple to use function is invaluable in reinforcing evaluation and generating advisor understanding of areas for improvement
Voice Recording
	Use VoisCoach with your own recorder, or a Storacall recorder
	Storacall supplied voice recorder
Scalability
	Unlimited application across multiple contact centres
Reports
	League table reports
	Trend reports for individual, team and all other levels
	Drill down question analysis for individual, team and all other levels
	Evaluator Learning and Accreditation
	Create evaluation skills learning modules
	Use with all advisors to develop self assessment skills
	Evaluation skills accreditation Behavioural Learning
	Create behavioural learning modules using real-life calls
	Learning undertaken at desktop
	Create library for systematic learning by new advisors
Online Coaching
	Capture coaching outcomes online and agree 'improvement contract'
	Track and audit coaching activity
Storacall reserves the right to continually develop our product range; as a result specifications are subject to change.

VoisCoach Key Benefits:

Management Team
	Easy to use
	Enhance call evaluation with demonstrable learning
	Maximise the value of quality monitoring by using a formal evaluation accreditation process
	Instil the ability to recognise call handling excellence amongst all advisors
	Track coaching activities
	Everyday learning in bite-size chunks during quiet times
	Use VoisCoach with existing recorder or purchase value for money recorder from Storacall
	Enrich the quality and enjoyment of coaching with the VoisCoach tools.
Employees
	Engender a sense of involvement in managing their own performance
	Enjoy the satisfaction of seeing their skills and knowledge continuously grow
	Strengthen relationships with team leader
	Pride in the organisation
	Reduce unnecessary stress due to increased confidence in the job
	Confidence in the consistency and fairness of performance evaluation Benefits of Behavioural Self Learning
	Increases learning retention
	Provides individualised, self-paced learning
	Allows flexible time, place and privacy for training
	Provides unlimited practice and remediation until natural confidence is achieved
	Delivers consistent, non-judgemental learning
	Is highly motivational and reinforces the organisation's values and beliefs e.g. customer retention

For further information, please contact Sales:
Tel: 01932 710710 | Fax: 01932 710711 | Email: sales@storacall.co.uk
or use the Enquiry Form