KNet’s Call Recording solution provides the tools to help customers be attended to with empathy and understanding. It allows companies to prepare their staff to be ready to engage with existing clients by reviewing actual historical calls and conversations with these clients. For instance, a new agent being tasked to make contact with a client for the first time is able to do so with a working historical reference into the client’s prior contacts, removing hearsay from the equation.
The solution also provides real-time monitoring and feedback capabilities for Mentoring, Quality Control and Governance compliance. These components come together and empower agents with pro-active tools to drive understanding of the real needs of the client. The business or the agent are able to review performance and provide constructive feedback and/or learnings from each and every call.
This solution is easily integrated into the Telstra TIPT system and can be scaled up or down with the business needs.
We at KNet are extremely excited to have been able to sit across the delivery of this extraordinary system for this project. Not only will this open up a new level of interactions for this business with their clients, but with the enhanced training resources and flexibility of this solution a new standard of communication can be defined.
- Garry Hudson, Managing Director KNet Technology