She appreciates that, and so does her staff. Currently, we are averaging 35 seconds to answer calls, and we are continuously trying to improve that. The reporting feature gives us a benchmark, and something to shoot for. In addition, QEK Global uses Telecorp's Observation Recording System to monitor and record individual calls for training and development. But the Telecorp system almost makes it fun.
Agents actually love to hear their own conversations, for their own professional development.
We listen to ensure that customers are satisfied. Elements like that, which are so important in a customer interaction, have to be tracked and constantly reviewed, particularly as we pick up responsibility for new products and services that our clients introduce. The software easily allows the addition of a new agent to any group, or a particular queue to any reporting process, without requiring outside intervention from a telephone expert. That has made QEK's operation run much more smoothly. As one solutions provider, determined to be the best it can be for its clients, QEK obviously values vendors who try to do the same.