- The status of this product is "Live"
- July 1, 2012
- PerformMatch™ Call Center Monitoring automatically transcribes and reviews every minute of every call – for 100% compliance coverage.
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.
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
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