TantaComm Launches Quality Monitoring Tool to Improve BPO Performance Management
Quality-management solutions provider TantaComm has launched its TantaComm Evaluate tool to help business process outsourcing (BPO) firms gauge call center effectiveness and other business processes. Key functionality offered by the new tool includes:
• The ability to create, modify, or re-use customized quality monitoring evaluation forms without third-party administration.
• Improved performance management through documentation, tracking, and reporting of agent performance leading to improved development and advancement opportunities.
• Consistent and accurate management of the Evaluate application across the performance management practice.
• Improved customer service through the collection of additional data on customer insight and call volume trends.
“The launch of TantaComm Evaluate serves as an additional layer to Capture, our foundational interaction recording platform,” CEO Ruben Moffett said. “Evaluate builds upon functionality previously provided by TantaComm, but delivers advanced features and benefits through a sleek user interface designed around operational users. Quality Monitoring is a critical business function to high performing call centers. Our solution is robust yet easy to use and administer. Keeping it simple while meeting the diverse needs of outsourced call centers was the challenge and I believe that our technology team delivered an excellent solution.”
TantaComm Evaluate is the third release in the company’s IQ site, which includes TantaComm Capture and TantaComm Protect, upgrading the company’s call-recording software and offering security for recorded interactions, respectively. More information of TantaComm Evaluate and TantaComm’s product suite is available at TantaComm.com.