What's it going to take to provide consistent service?

Quality Assurance Recording Systems:

Standing above your competition
Quality always stands out from the crowd. When your customer's call there's no mistaking the difference of a personal and professional calling experience. Traditionally there's been a problem in making sure that this level of service is provided on a consistent basis. Many companies have comprehensive programs to train new call center agents, but little to no way of making sure that the delivery of information stays consistent over time. Dictronics has the answer to this dilemma. We have successfully implemented quality assurance recording applications within call centers utilizing Racal Recorders, the worlds leading manufacturer of recorders.

Applications that work for you
Racal Recorders can be integrated within all calling environments. We can provide you with a system specifically designed for your needs. We can record all calls to/from your company or only specific calls. We can integrate Racal's unique RecorderLink 98 Call Center Application to record your call center agents on a scheduled basis based upon any criteria you select. This simple and intuitive Windows GUI can dramatically reduce costs. It will record your agents in small group sizes that you determine. Thereby insuring that all agents are systematically and regularly measured. The amount of recording time or number of calls to be audited within the agent quality check can be easily specified using our intuitive Windows interface. Authorized supervisors can listen to the recorded calls from any location via replay across a Local/Wide Area Network.

Integrated Agent Scoring
RecorderLink 98 has a fully integrated agent scoring application that allows for easy and consistent completion of the Q/A measurement. All rating information can be kept within the performance database and can be viewed and reported on in both written and graphical form.

Extensive Search Criteria
RecorderLink 98 allows supervisors to easily perform extensive searches of the recordings on criteria such as date/time, call duration, extension, call direction, line number, agent identification, digits dialed and caller identification. User configurable data can also be used as further search criteria.

Free Seating Support
RecorderLink 98 allows for the free seating of your agents. Supervisor time is maximized by not having to perform administration of this function, which is handled via the integration between the Recorder and your PBX.

Integrated Recording Solutions
RecorderLink 98 provides a recording solution, which can integrate with an existing LAN or WAN and provide dial-in diagnostics for the database server. The media library feature automates tape swapping, label printing, and media archiving, removing the burden of managing a large scale recorder system.

Service Beyond Compare
As a 45-year-old business were here to stay. We've been around long enough to recognize that every day we need to ask what have we done today for our customers? We have the areas largest Racal support center. We're available every day of the year a full 24 hours/day. Our factory certified staff has the extensive knowledge necessary to answer your needs. In the event of a failure that requires on site intervention, we have a rapid response guarantee designed specifically to have you back to normal within hours, not days. To back up that effort we locally stock an extensive inventory of system spares. We recognize that there's more to support than just being able to fix your system when required. Our knowledgeable team will show you and your employees the best ways to take advantage of your Racal Recording System.

What's it going to take?

It takes a partner with:

• Experience
• Proven Results
• Deliverable Applications
• Service & Support on a 1:1 basis
• A Focus on the Customer and Their Needs

Dictronics...The Call Processing Professionals