Available from Castel Communications LLC.
Castel Detect™ brings your business the ability to IMMEDIATELY monitor and detect the presence and frequency of words, phrases, emotions, and talkover.
- Ability to monitor and detect words, phrases, emotions and talkover and provide immediate voice analysis to agents and management teams
- Provides the opportunity to avoid incidents of customer dissatisfaction, non-compliance, liability exposure and more
- Having the ability intervene on calls while customer and agent are still LIVE is instrumental in delivering best-in-class customer service and ensuring customer loyalty
QUALITY PROCESS MEASURING
- Immediate analysis of call is provided to agent and management teams while call is still live
- All calls are 100% recorded; post-call analysis is available through a robust reporting application which includes several standard reports, customized reports and a multi-dimensional drag and drop solution
- Reporting is non-subjective; all scoring is completed systematically to identify opportunities for additional training/counseling and rewards
- Agents feel empowered to self-monitor and adhere to business processes and procedures
- Agents see their own voice analysis, their customer’s voice analysis and respond proactively
- Management team intercedes on calls requiring their attention, reducing time spent on post-call auditing investigation