Voice Logger (VL)

Integral part of compliance communication

What is Accordia Voice Logger?

The Voice Logger (VL) is an integrated IP and Time Division Multiplexers (TDM) based Voice Recording Solution, ideal for any business to ensure improved customer services. Recording customer interactions is vital for any organization, including yours, that should strive to minimize risks, protect you from any liabilities, ensure compliance, and control dispute-related costs from sales, service, claims, collections as well as other sensitive interactions.

The VL provides an in-depth picture of customer interactions by allowing you to monitor and improve your customer service quality delivered by your local or remote call center agents. Recordings of customer interactions provide a vast amount of intelligence about the process, customer satisfaction, front-line agent performance, and revenue opportunities of your business. The VL is future proof , protecting every party on unforeseen circumstances, giving a peaceful solution to your business.

VL : Centralized access and administration via a Web-based interface

Authorized users can quickly and easily access recorded interactions filtered by:

Caller ID;
The agent’s name; or
The date and time.

Benefits of Accordia’s Voice Logger (VL)

Quality evaluation & assessments

To objectively evaluate the behaviour of call center agents, provide timely feedback and support, boost the quality of your service, and most importantly, cultivate customer experience and loyalty.

Monitor agent’s performance

VL is an invaluable feature in your call center, helping you to monitor agent performance while performing quality assurance tasks. Furthermore, order entry verification and confirmation can be easily accomplished when your calls are recorded. Supervisors are able to check the key performance indicators (KPIs) of an agent to facilitate empowerment and to identify improvement areas for further trainings.

Compliance adherence

Call center agents will be complying with company policies as which supervisors have an overview of agents’ activities and presentations by reviewing voice recording in real-time or history tracking. Industries such as banking and financial institutions are complied to record all verbal communication as according to government compliance.