Government departments and other public sector organisations are constantly under pressure to deliver outstanding services to the thousands of citizens who call annually for information and advice. Yet with budgets regularly being squeezed that’s big a challenge.
Red Box Quantify Recording Suite provides central and local government contact centres as well as other public sector organisations with smart, easy-to-use and affordable call recording functionality for record-keeping and improving employee and operational performance.
Through listening to and analysing communications, Quantify helps you identify ways to assess the training needs of employees through workforce optimisation, and comply with legislation and call handling standards. By providing target training to employees it’s possible to improve public satisfaction levels and drive efficiencies through increased instances of first call resolution. Plus, because trained agents feel more valued, you can reduce the high cost of employee churn too.
Improve employee performance
Quantify lets you improve the caller experience by recording communications and allowing you to:
- Train and coach your contact centre agents to improve performance and aid retention of talent
- Assess agent activity using both audio and screen recording
- Make sure staff are working to policies, procedures and best practice
- Quickly resolve disputes and protect staff from abuse
- Protect personal card payment details with PCI suppression
Advanced technology yet easy to use
Quantify offers the latest innovations in voice and data recording in a solution that’s intuitively easy for contact centre employees to use. With a host of powerful yet easy-to-use tools for searching for calls, reconstructing incidents and evaluating employees, your teams will be able to get the job done faster and more efficiently.
Red Box helps you improve operational performance too while driving down costs. Examine customer interactions in more depth through powerful analytics and make fully informed decisions about how to drive performance yet reduce operational costs.
Implementation tailored to you
Feel the benefits of Quantify without technical complexity. It’s the voice and data recording industry’s most agile deployment.
- Designed to integrate with your existing telephony system and other technologies of choice
- Quick and easy to deploy
- Versatile deployment options including, on-site, virtual and hosted
- A single solution that scales with the size of your contact centre, with a licence for life
A single, flexible solution
Create the solution that’s exactly right for your organisation by choosing the smart options you need:
- Employ Quantify QM for quality monitoring and evaluation
- Analyse calls and data more powerfully than with a traditional analytics tool with Quantify AudioSearch
- Record screen activity right across your network with Quantify Screen Data Capture
- Preserve and protect recorded calls for investigation with Quantify CallSafe
- Use Quantify PCI Suppression to protect sensitive card data when handling financial transactions over the telephone
- Reduce billing costs by monitoring outbound calls with Quantify Call Management