Call Center Forum

Stelex · Guest

Hi everyone,

in our contact centre all calls are recorded. We do then listen to approximatelly 6-10 calls for each of about 25 consultants every month and mark/rate those calls for Call Quality purposes.

Now, the software that we use for this is the MS Access database that someone has written for us a while ago and doesn't work here anymore. The database itself is well beyond use-by date and we need something more suitable.

We also need to include one-on-one meetings comments, PDS goals and performace and eventually adherence level. If the training requirements and training logging could be added that would be even better.

Is there some "off the shelf" desktop application to do this. Even better server based application that multiple users can use by either remotelly connecting or via the web browser interface.

Any help would be greatly appreciated.

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