Contact Center Solutions Featured Article

Bahrain Telecommunications Company (Batelco), a provider of integrated communications solutions, provides corporate and consumer markets in the Middle East with end-to-end telecommunications solutions.

 

To help the company's call center improve quality, it has chosen Globitel, a converged telecom solutions provider, for their SpeechLog "Call Recording & Quality Monitoring" System.

 

The contract, which will accommodate 100 seats in Batelco's call center, is reportedly expected to be completed by April of this year.

 

Their call center, which receives a large volume of calls per day, now has a way to monitor agents and manage and analyze service quality and discover ways to improve the call center thanks to Globitel.

 

Using an agent evaluation module, the call center's supervisors are able to catalogue and reference recorded interactions between call center agents and customers. In addition, the SpeechLog solution also captures an agent's screen activity and plays back the information for supervisors as well as allows them to customize their search for calls.

 

"Globitel's SpeechLog delivers unparalleled quality management features, and it is no coincidence that we chose it from among the many available options," said Mohammad AlAskari, Manager Customer Services at Batelco.

 

"Not only does it integrate into our existing call center infrastructure, but it comes with a fully customizable feature set that makes it indispensable to any quality-conscious call center."