Globitel, a provider of advanced telecom solutions, announced its signing with the Saudi-based operator Saudi Telecom Company (STC), to provide STC with SpeechLog its Call Recording and Quality Monitoring Platform.
Designed to be an easy way for call centers to manage and monitor the quality of service offered to customers, SpeechLog allows call centers to record bidirectional interactions between call center agents and the customers. The system records conventional audio phone conversations and captures the agent’s desktop screen activities during the call. Moreover, SpeechLog also facilitates a robust evaluation module which measures the quality of service offered by agents according to the specific call center KPIs in addition to featuring a dynamic and flexible reporting system.
STC's 2100 agents, spread over six call centers, receive over 500,000 calls per day. Managing that multitude of calls without compromising Quality of Service can be daunting. Globitel incorporated an agent evaluation module that provides the facility for supervisors to manage and analyze QoS. With flexible evaluation forms, the module makes it easy for supervisors to monitor call quality according to the predefined KPIs set by the call center manager and to set the appropriate strategy for implementing a better call center.
“We were very pleased to have the opportunity to expand our current installation within STC by unifying all of their call centers into one unified call recording and quality monitoring platform. This will allow them to keep track of all the incoming calls and ensure a high quality of service – all seamless combined into one system “commented Mr. Fadi Qutaishat, General Manager of Globitel Saudi Arabia.
Upon the completion of this agreement, Globitel's SpeechLog now caters to the larger portion of operators in Saudi Arabia. The system has become the preferred quality monitoring solution for many call centers as it has become known for its flexibility and robustness in adopting the different quality assessment cycles implemented in different environments. In addition, its indexing functions allow agents to search through calls via customizable criteria. Globitel has also secured the system to make it tamper-proof whilst also allowing for future upgradability if necessary.
