Call Center Recording, Quality Monitoring & Call Reporting Solutions
How Do TriVium Call Recording & Call Reporting Help Call Centers?
Trivium Systems is a leading supplier of "Best of Breed" call center software. We specialize in Call Recording and Call Reporting products which help call centers in capturing customer interactions, quality monitoring and call accounting.
Track Phone Activity and Employee Productivity
Track the total call volume, call duration and various other statistics for individual extensions as well as groups
Track employees making toll-free and special number calls – like 4-1-1
Quality Monitoring and Training
Ensure employees provide correct information to customers; provide customers with high quality service and support
Provide a set of good and bad calls as a part of training to a new agent
Ensure consistency and accuracy across agents
Proof of Call / Liability: Provide proof of calls to protect management against customers attempting to hold the business liable from disputes
Track Markets and Advertisements
Analyze which advertising campaigns in various media provide the best return on investment
Understand which product line has more demand in the marketplace
Track your customers’ demographics and markets based on area code
Customer Support: Ensuring that the call center has enough trunks to take every call during the peak time not have any customers get a busy tone
Optimizing Resources and costs
Ensuring that none of the trunks or stations are being unused or broken
Scheduling and optimizing agents based on the call volume
Security: Track threat calls and 9-1-1 calls; provide a tool to manage ALI database for E9-1-1
Compliance: Comply with regulations of the industry you are in.
