Quality benchmarks can be established base on more accurate qualitative data and focused training programs can be established to correct chronic deficient areas. Call recording playback with agents present for evaluation synopsis. Comments may be inserted in the call recording for later reference by the manager. Managers may choose which agents are recorded and for how long. Six agents may be recorded simultaneously in Colorado's configuration.
Supervisors have access to team files and recordings via their PCs.
Computers must be configured with DOS 5.0 or above, running Windows 95 or 3.11 for Workgroups. Installed with Reach-out 6.0 and an internal or external 28.8 modem. A LAN Server, using a compatible computer system with 32 MB and a 16550 UART serial port.