VoiceLog LLC (Booth 320), a provider of third-party verification, announced the availability of Total Script Control for its live agent verification services.
Using advanced speech-recognition technology, Total Script Control analyzes the recordings of up to 100 percent of VoiceLog TPV transactions to determine if the agent asked all required questions. Calls that dont match the required script are flagged for review by a live quality control supervisor and corrective action is taken. In addition, a summary report is provided to clients showing the level of script compliance on a daily, weekly and monthly basis.
Script compliance is a critical element for third-party verification; failure to ask the required questions can result in fines levied by the FCC or state PUCs.
With Total Script Control, well be able to ensure the highest degree of script compliance that is humanly achievable, says Cindy Hamilton, VoiceLogs vice president of operations. To ensure the highest level of performance, she says VoiceLogs agents are U.S.-based teleservices professionals with a higher level of education and experience than most call center agents.
To introduce Total Script Control, VoiceLog is offering a free script compliance audit for companies using other live-agent TPV providers. VoiceLog will process copies of a companys TPV recordings and provide a free report showing the level of script compliance. The offer is open to all live agent TPV users with a minimum daily average of 50 calls.
In addition to Total Script Control, VoiceLog offers the industrys highest service levels (90 percent of calls answered in 10 seconds or less), guaranteed uptime, 100 percent digital recording with instant Web and telephone-based retrieval, State Specific Scripting, Any Language on Earth language support, and the latest speech-recognition technology for automated verification. VoiceLog also offers VirtualLogger call recording and monitoring services for calls centers.