In addition to all of the benefits
that can be gained from deploying GemaTech’s
BCM remote ACD including full skills based routing
and MIS reporting (as described under BCM), incorporation
of GemaTech’s SVR secure voice recording module
provides the added benefit of being able to voice
record all calls re-routed to any remote place of
work that the displaced Agents have re-located to
continue to answer those mission critical incoming
calls – with GemaTech’s equipment, including
the voice storage server(s) being housed within the
sanctity of any Carrier’s Exchange or Secure
Data Centre (BT, COLT Telecom etc).
In GemaTech’s considered opinion, the provision
of network based products and services – rather
than customer premises based products – provide
for much more secure and resilient solutions which
protect against failure caused by third part intervention – the
cut telephone cable during road works being a prime
example. Network based solutions also provide resilient
storage facilities for those mission critical voice
recordings whereas customer premises based storage
servers are susceptible to all sorts of damage
as a result of fire, flood etc.
When working normally, on an “all day every
day” basis, call centres managers are constantly
striving to improve the quality and call handling
times of their Agents which is achieved by incorporating
comprehensive management information systems. The
ability to “see, touch and feel” how
their Agents are performing statistically – with
the addition of voice recording – enables
the call centre manager to extend their monitoring
to include listening in, and voice recording all
Agents calls.
If this is what is required during everyday working
then surely this facility should also be replicated
in any call centre telecoms business continuity
recovery solution. A solution which enables 100%
of a call centre’s Agents to be relocated
to any number of remote locations (including their
homes?) following an outage at their conventional
call centre by intelligently delivering inbound
calls, including full skills based routing to the
individual call centre Agent as seamlessly as though
they were working within the conventional call
centre. A solution which provides supervisors and
call centre managers with the ability to monitor
and manage, by making changes to call handling
plans quickly and easily, real time, with the added
ability to listen in and voice record Agents calls – from
any remote location with access to a secure web
browser. GemaTech’s combined BCM & SRV
provides such a solution.
GemaTech’s unique “Mouse over Monitoring” module
enables a remote supervisor or call centre manager
to literally break in to individual Agent’s
conversations simply by sliding the mouse over
the Agent’s name within a call centre Service
indicated on the BCM’s live call monitoring
screen on the monitoring PC – and then simply
continuing to slide the mouse over other Agents
names to break into their conversations. The ultimate
in call monitoring.
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