Our phonetic-based speech engine, provides powerful insights into call center performance, providing faster, more precise and timely quality assurance gains. Fully integrated with our robust call recording and quality monitoring solution, our speech analytics features empower our call center to find the right calls quickly. Our unique speech tools also enables us to automatically score and tag calls.
Speech Analytics phonetically indexes all of your recorded calls, giving us the power to perform critical searches and automate your quality processes. Indexing is only required once, so there is no need to re-index recordings. Once recordings are indexed, we can search for any word or phrase at any time, now or in the future.
Enables us to easily search your recorded calls for any keyword or phrase. There may be times when you simply want to type in words and phrases on-demand to see what’s going on, being said or while researching a particular issue.
Provides the opportunity to automate this function and reduce the time spent actually listening to calls. Need calls quantified based on type, department, skill, reason? We can implement Call Tagging to automatically categorize your calls to help gain your time back.
This process involves randomly selecting calls and listening to them in their entirety to determine proper call opening, verification of customer information, offering new services and so on.
FAST. POWERFUL. ACCURATE.
Our Call Analytics makes it easy to analyze recorded calls for compliance, quality assurance, sales effectiveness and more.
- Secure, cloud-based platform
- Proprietary automated speech recognition engine
- Automated sensitive data redaction
Ready to start your call center program?
My experience has been wonderful with The Office Gurus. I had what I thought was a short timeline and we somehow made it work with agents up and running quickly. They really are experts in the field and are focused on building long term partnerships. I vetted over 15 different companies in my search to outsource and am glad I chose to partner with TOG
We’ve been nothing but surprised and delighted since we selected The Office Gurus (TOG) as one of our BPO providers almost two years ago now. TOG has outperformed all other providers we’ve used in the past and has helped us achieve over 90% customer satisfaction based on a post-call IVR survey asking the customer “how satisfied are you with the representative who handled your call today?” In addition, they’ve been a true partner; they proactively communicate issues, challenges, and obstacles as well as suggestions for the product and processes to improve. They treat their employees well and like to work hard but play hard so they are a perfect culture match for our organization. It feels like they are just an extension of our own team.
I wanted to share my experience visiting the center in San Salvador and facilitating the new hire class. The visit was thoroughly enjoyable personally and professionally. Everyone within TOG that I interacted with was professional, competent, friendly, accommodating, and genuinely excited about the opportunity to expand their support for Crius. To date, all indications are that we’ve selected the right partner to help us grow the business and provide the high degree of customer experience that we expect.