Here's a look at software that evaluates prospective agents skills so you can hire applicants most qualified to provide the best customer service possible from your call center. Both versions of SmartQuest enable you to create automatic surveys to learn about callers' job qualifications and histories. You can record your own questions by speaking into your telephone, and the software works with a Dialogic voice board to save each question from your phone as a .vox file. After you record your questions, you place the .vox files onscreen in the order that you want callers to receive them.
Callers can then progress to different sets of questions based on the answers they provide.
SmartQuest Basic can run two IVR surveys simultaneously and accommodates up to four phone lines, depending on which voice board you use with the software. Callers can skip, repeat and return to each question, and you can confirm that they've entered the correct touchtone data with a spoken reply that repeats the answers they enter. SmartQuest Pro lets you run up to 99 surveys at the same time and offers the option to transfer calls to a live operator at any time. The software can export this data to a Microsoft Excel spreadsheet or Microsoft SQL Server. TeleSage sells Dialogic boards separately from the software.