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I used to operate 3 call centers in the Philippines using Kunnect’s on-demand, hosted call center solution. Being web-based, I realized that I could actually have my QAs use it at home, saving me on computing resources and all the costs that came with operating one seat for each QA.
I paid my QAs the same salary if they worked in the call center but allowed them to work at home using their own PCs and DSL. It also made me hire or promote QAs in the future that only had their own PCs and DSLs at home. Kunnect allowed my QAs to pull the call records of all closed sales, listen to the recordings and even save that particular call recording. After which, the QAs went to non-closed sales records at random. They saved everything in their thumb drive including our own internal QA evaluation forms.
Every Friday, the QAs would report to the center, printout all the forms, upload everything to their Supervisor’s computer and discuss the evaluations they have made for the week. Then, the entire process cycles back until the following Friday.
Kunnect saves 100% of all call recordings in their servers for 30 days using the FIFO method. You can pull these recordings one record at a time (as how the QA-at-home would do it) and, for backup purposes, download everything from Kunnect’s FTP site.
This key feature plus a host of other great ones, including an unbeatable price, makes Kunnect a perfect solution for small and mid-sized call center teams and companies that try to make ends meet with a low-cost, high-productivity operations.
Visit www.kunnectph.com and its global site, www.kunnect.com, for more information.
Talk Is Cheap! 