Owner
PerformLine
The status of this product is "Live"
Description:
PerformMatch™ Call Center Monitoring automatically transcribes and reviews every minute of every call – for 100% compliance coverage.
Website:
http://performline.com/solutions/call-center-monitoring

Product Details

Update
Launched Date:
July 1, 2012

PerformMatch™ Call Center Monitoring automatically transcribes and reviews every minute of every call – for 100% compliance coverage. PerformMatch CCM analyzes every call minute to identify possible regulatory compliance violations or violations of a company’s brand marketing guidelines – no spot checking here! Each call recording is given a PerformMatch Compliance Score, with the results made available through our web-based platform for review and to pinpoint problems that may need optimization.

Features

A PerformMatch Compliance Score and Grade for each call recording to easily pinpoint potential problems

A list of calls flagged with potential violations for review

Automated QA survey review

Automated script adherence

A “jump button” to skip to the exact call seconds where potential violations are detected

Ability to filter recordings by Rep ID, Call ID, advertiser, campaign, traffic source, date, grade and potential violations to identify trends or performance issues

Rule customization allows users to include or weight banned or required language

Conditional logic rules allow for exceptions considering contextual relevancy

Workflow centralizes your compliance and remediation activities across internal departments and with external partners

Remediation functionality allows users to email, and/or comment on specific potential violations internally or to vendors

Benefits

100% coverage of every call minute

Each call recording can be monitored against regulatory guidelines, TCPA rules and the company’s own brand marketing guidelines

Pinpoint the source of potential problems with representative and vendor risk ranking

Centralize all compliance activities within one system to drive faster resolutions, reduce risk and create efficiencies

Capture and track issues for audit purposes

Improve performance management and training opportunities