AGENTWATCH IMPROVES CALL CENTER QUALITY ASSURANCE AT LAW OFFICE
Fort Lauderdale, Florida (November 29, 2011) – Metropolis, a premier telemanagement solution provider, is pleased to announce Edward T. Burke & Associates’ (ETB&A) decision to utilize AgentWatch to improve their office’s compliance with stringent federal call regulations.
Since 1989, the success of ETB&A has been largely due to their commitment to the ongoing training of their agents and a constant dedication to quality improvement. With continual evolution of laws concerning the regulation of debt collection procedures, ETB&A recognized the need to implement stronger training and quality assurance measures. Due to its ability to provide cradle-to-grave call reporting, recorded call monitoring and exclusive employee productivity statistics, ETB&A needed AgentWatch.
Why Choose AgentWatch for Call Centers?
"AgentWatch is a very user friendly, affordable and simple to use recording product. It has been a perfect solution for our call recording needs", states Matt Foster, General Manager for Burke and Associates. The firm uses AgentWatch in multiple departments to route calls, monitor employee productivity, and uses the call recording and reporting features to review agent calls. “The AgentWatch manager gives our internal personnel [call management] abilities they never had before.”
Metropolis, Inc has been providing businesses with call accounting and telemanagement solutions since 1993. Launched in late 2011, the AgentWatch Telemanagement application for Avaya IP Office is quickly gaining recognition for its leading live-call viewing features and innovative, easy-to use modules. It allows managers to streamline the supervision of agent productivity through automated call center performance reports that can be scheduled and sent to various email addresses.
“The Metropolis personnel we have dealt with are world class professionals,” according to Foster. “They are some of the overall most helpful customer service and support people we have encountered. They are obviously using their own product for quality assurance and training.”
About Metropolis Metropolis is a progressive telemanagement solutions provider that has designed, developed and produced cutting-edge software applications for all types of businesses since 1993. Headquartered in Fort Lauderdale, Florida, Metropolis provides solutions to businesses throughout North America as well as on a global scale.