Call centers have long had very sophisticated software that manages the entire call center environment—everything from call cues, agent performance, scripts, and even record-keeping. These tools are robust and powerful. They are also expensive.
Convirza is not meant to replace the big iron software of the large call center. We are not trying to compete with those companies. But there are several ways call centers are using Convirza.
If you’re a small or medium-sized call center and you don’t yet have call recording, you should consider call tracking. The calls are recorded in incredibly high quality and can be accessed on Convirza.com via a simple log in. You can email calls to employees, only give them access to their own calls, or, better yet, play calls for your group or in team meetings.
There are three methods for call recording using Convirza:
– Call Tracking Numbers: Your marketing guys can use call tracking numbers on their material and associated with your campaigns. Then, the calls that come into your call center will be recorded.
– Creative Routing: Phone numbers can route through Convirza before arriving at your call center.
– API: If you already record calls, those calls can be automatically sent into Convirza for easy access and analysis.
This is the big one. Our technology literally analyzes call content for useful marketing and sales data. In other words, our analytics engine listens to the words and phrases on the call and spits out metrics like lead quality, conversion rates, missed opportunity and sales performance.
Many call centers figure out a way to get their calls sent through our system to extract this data.
This is a feature that alerts call center agents with a quick (1-2 second) message of which marketing source or customer service channel drove the call. It allows them to be prepared as they answer the phone. It will give them a sense of the prospect’s motive.
For example, if they called after an organic search, the Whisper Tone could say, ‘Google – Organic Search.’
If you don’t have an IVR (Press 1 for Sales, Press 2 for Customer Service) call tracking companies provide IVR.
All of the data extracted from Convirza can be pushed into third-party SaaS platforms. In other words, it is fully integrative.
