Public Utilities
Public Utilities Solutions
Critical Recording with Calibre
The unification of communications is of growing importance for public utility providers. Recording, retrieving, and analyzing calls and other interactions efficiently is essential for contact and dispatch centers. HigherGround’s Calibre platform provides essential tools to improve customer satisfaction and reduce operating costs.
The Dangers of Not Having Call Recording
Keeping track of telecommunications in utility contact or dispatch centers is critical to ensure that policies, procedures, best practices, and regulatory requirements are met. Interaction recording is instrumental in avoiding 5 major pitfalls that may result from not having call recording software.
Discover what they are and how you can avoid them:
Multi-Media Recording
Calibre provides a multi-source call recording and reporting system to capture data and interactions across multiple channels.
Record VoIP, landlines, cell phones, text, email, IM, video chat, and other data. These interactions are captured using their metadata via applications or data collection modules and can be securely stored while also enabling quick and easy retrieval by authorized users.
Management & Safety Tracking
The ability to retrieve recorded interactions involving outages, fault events, and customer service issues can support that best practices. Calibre playback and reporting can ensure that communications are coordinated, meet objectives, and that customer needs are being met with little to no downtime.
Liability Management
Calibre call recording software provides the ability to revisit calls and interactions, allowing accurate review of communications involving service outages, disturbance, and fault events. Review of interactions can also determine if TCPA regulations are upheld.
Quality Assurance
Boost call center scores with Calibre Quality Assurance. This QA feature makes it easy to score and grade agents, and email results for review.
With QA:
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Managers can train agents using feedback from the agent’s and peers' interactions. This empowers agents and improves their attitude, awareness, and performance.
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Agents become more productive with appropriate coaching.
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Customer satisfaction increases when agents are trained to better understand both the internal and external customer voice, and respond appropriately.
Real-Time Monitoring
You can monitor activities and performance in real-time or quickly retrieve interactions for review at a later time. Search with a wide array of parameters and choose to monitor calls, screen capture, email, text, IMs, and more based on agent, caller ID, media type, or other criteria.
Screen Capture
This feature records video of the agent’s desktop throughout the interaction, allowing you to monitor the agent’s synced screen activity at any moment. It allows you to review what applications were being used and how, as well as their browsing activities to monitor productivity.
Speech Analytics
Speech analytics allows automated filtering of calls based on keywords, phrases, silence, or sentiment. It is a valuable tool that augments agent quality assurance assessment. Speech analytics can determine if agents are communicating appropriately and, with training, it can help improve behavior and tone.
Rapid Report Generation
Seamlessly generate reports and charts for scheduled and on-demand analytics. You can select desired KPIs and filter by station number or agent, duration of interaction, type of media, number of interactions by agent, grading score, and more.
What's New in Public Utilities?
Learn about one of the dangers of not having call recording in your utilities contact and dispatch center: unhappy customers.