Call monitoring and recording is crucial to any contact center's success. It gives the organization an idea of how well the center is meeting its customer or public service objectives. For businesses or government organizations whether starting a new quality monitoring program or redesigning an existing program, there are many factors to consider. DSS can help with every aspect of the decision from product selection to installation, implementation, service and support.

Consider this scenario: Your customers are calling for information and the center is busy. Certain "bad apple reps" use a technique called "Slamming the Queue" in order to take a break. Slamming the Queue is essentially hanging up on your customers so the rep can be put at the bottom of the Queue in order to buy a few minutes of free time before the next call. With older Random recording or quality solutions this would be very difficult to identify but with a DSS Solution it becomes easily identifiable and the solution can trigger reports to supervisors automatically each time this unacceptable customer service takes place.

In 911 centers the stakes are much higher. It is vital to quickly and easily access that recorded call because a split second decision can save lives! DSS Corporation’s Contact Center Division provides solutions for Telephone Recording, On-line Quality Evaluations.