Batelco chooses Globitel's customer care solution for its call center

Designed to be an effective call center solution to manage and monitor service quality, Globitel's SpeechLog solution allows call centers to record interactions between call center agents and the customers.

The system records conventional audio phone conversations and captures the agent's desktop screen activity during any call. Moreover, it performs synchronous playback of the audio file and screen captured video as well as a comprehensive evaluation module and much more.

The contract was signed last December, and the installation of the solution is expected to be complete in April of this year and will accommodate 100 seats in Batelco's call center.

Batelco's call center receives a huge number of calls per day, and managing the multitude of calls without compromising service quality can be daunting. Globitel incorporated an agent evaluation module that provides the facility for supervisors to manage and analyze service quality. With a thorough cataloguing and referencing system, this module makes it easy for supervisors to monitor call quality and to set the appropriate strategy for implementing a better call center.

The SpeechLog "Call Recording & Quality Monitoring" System has gained immense popularity over the last few years, becoming the preferred call logging solution to the larger portion of operators in a several countries in the region. The system also features strong compression capabilities for more space-saving storage, in addition to stellar indexing functions that allow agents to search through calls via customizable criteria. Globitel has also secured the system to make it tamper-proof whilst also allowing for future upgradability if necessary.

"Globitel's SpeechLog delivers unparalleled quality management features, and it is no coincidence that we chose it from among the many available options,"

said Mohammad AlAskari, Manager Customer Services at Batelco.

"Not only does it integrate into our existing call center infrastructure, but it comes with a fully customizable feature set that makes it indispensible to any quality-conscious call center."

Globitel has been providing solutions to operators such as Batelco since its inception - always striving for excellence; proving their track record of reliable and flexible solutions.