Voice loggers help in achieving high quality customer-service by empowering the contact centre supervisors and quality coaches to garner information about their agents’ skills and the way they execute them.
Voice loggers are specially designed to record interactions between an agent and a customer. The supervisors listen to the recordings to monitor the quality standard and make sure all the queries of the customer have been answered properly.
Voice loggers are helpful in deciding an agent’s productivity. It creates benchmarks in assessing the performance level of an agent, retrieve reports of the time taken to handle calls answer them respectively.