With powerful monitoring and reporting features, you’ll have your finger on the pulse of how your company is performing at all times.
Our reporting, quality evaluation and satisfaction surveys make it easy to measure the quality of the service you provide. Make improvements, train your agents and better serve your customers.
Keep your finger on the pulse of how your company is performing at all times. Our quality evaluation and satisfaction surveys make it easy to measure performance.
Make improvements, train your agents and better serve your customers. - Analyze data from audio recordings and take action.
Access all instant and historical reports with a click. And so much more!
Watch operations in real time on your Dashboard and Wallboard. See details such as service level, interval table, missed calls, waiting calls and more.
Send a message to help an agent while they are in a call, without the caller experiencing any disruption.
Live Call Monitoring for Enhanced Quality Control: Supervisors' Real-time Oversight
Supervisor Insights: Call Stats, Agent Status for Productive Time Management
Seamless Data Sharing: Instantly Send Call Details, Messages, and Links Right from the Dashboard
See the key stats that are important for your industry. Drag and drop to create your own custom report.
Get call details in the form of instant summary reports, so you can track campaigns.
Check back on old data to look at trends and improve performance. All reports get filed and you can filter and search them at any time. Preview or download reports as Excel spreadsheets for easy viewing and sharing.
Find out at what time your agents entered the system, what time they left, how many calls they answered and more. Identify areas of improvement with one click.
No need to wait for the reports to reflect in the system. When you log in, you'll see all data up to that point.
You'll have a full record of the past, with all historical reports at hand. Compare your performance throughout the years and gain valuable insights.
Check reports from any date in the past. Search by agent or relevant queue campaign.
Access specific information, such as credit card reports with lyzico. See the information you want to know about.
Import your data into your CRM and ERP systems to create your own reports and graphs. Transfer data to reporting tools such as Data Studio.
Want to know how you're doing? Ask your customers. After all, their opinions are the ones that matter. We make it easy to get feedback from your customers with powerful customer surveys. The voice response system provides surveys to customers with incoming or outgoing calls. At the end of the day, it's all about your customers. Learn what makes them happy, so you can better serve their needs.
Import your data into your CRM and ERP systems to create your own reports and graphs. Transfer data to reporting tools such as Data Studio.
Design custom reports with the parameters you want to know about. Keep a close eye on your service quality.
Use the info you gather from your surveys to better understand the needs of your customer. The more you know, the more you can improve your service and products.
See areas where you can train and improve the skills and knowledge of your agents. Incorporate this insight into agent training.
Supervisors can complete quality evaluation forms with custom fields you create. Then, agents can view their rating and access the recording of the evaluated call on the same screen.
If an agent objects to their evaluation, they can raise a concern. A notification gets sent to the evaluating user and the process begins.
Take voice recordings of incoming and outgoing calls and listen whenever you want. It's easier than ever with our convenient call recording features.
Download a single audio recording of any specific call. It's a helpful and quick way to check up on mistakes and customer complaints.
Integrate your call records with your CRM. Access recordings of any specific call in an instant with a link under the contact record.
Store your call recordings on your own server, where you'll always have access to them
Listen to the call recordings to learn more about how agents interact with customers. This data is essential for training your team and helping them perform better.
Agents have access to their own call recordings. So, they can listen and learn and improve themselves.
Thanks to the integration with Sestek, you can convert any voice call to text. This allows for another convenient way to check the quality of your calls.
Use the power of AI to measure analyze the sentiments within the calls. It's a powerful way to measure how your customers are feeling.
Provide easy-to-use self-service solutions for your customers. Customers can access what they need with voice commands without waiting.
With CallCenterStudio, setting up your new cloud-based call center couldn’t be easier. We offer full support during the implementation stage. Plus, we will share our best practices to help you get the most out of your call center.
Hotcrm is the right address for fast solutions and process integrations! Their unmatched support & consultation helped us get the latest technologies and strategies for a call center.
Customer Service Supervisor
Hotcrm ’s innovative and solution-oriented approach, technology, and experienced team are the basis of our successful projects. This adaptation & dynamism makes our work very comfortable.
R&D Manager
Hotcrm showed us what a true partnership means during the pandemic. Their proactive, friendly, and customer-oriented approach helped us navigate these unprecedented times.
Account DirectorLeader in the multi-chain fast-food industry, with a goal to take and deliver orders faster than the competition, even when the order volume is at the peak. wanted to ensure problem-free food deliveries and continued consumer satisfaction.
A leader in e-commerce industry was challenged to manage their traffic during Black Friday. Despite expanding their call center team, they were stuggling to handle all the customer inquiries due to sudden increase in shoping volume.
