One of the continuing efforsts of singaporean call centers is to focus efforts on finding new avenues of measuring performance and improving coaching for their contact center staff. While solutions have been around for some time now, the recent enhancements are compelling.

Recent enhancements include multi channel recording (not only voice, but also desktop screens for IM and chat supports). Sentiment analyis and better User Interface for QA staff to drill down and pick out the more interesting recordings.

Sentiment analysis allows the software to flag conversations where a noticeable rise in tone and pitch is detected. These usually mark the start of an irate call. Last week, I had the opportunity to be introduced to NICE perform, next week, where such abilities were showcased in Insights 2008.

I have an opportunity to try out a competing product from autonomy called e-talk. The information for etalk on their website states:

Autonomy etalk offers call recording, analysis, and performance improvement solutions that support superior service and enable customer intelligence for call centres. The recently released Intelligent Contact Centre solutions include advanced intelligence-based functions such as Multi-channel Interaction Analysis, Real-time Agent Support and Contact Centre performance.

Aside from viral marketing, Telemarketing campaigns to the right targetted persons are one of the most cost effective forms of gaining share of mind/market. The problem with setting up telemarketing campaigns revolve mostly around getting people with the right mindset and skillset to execute it.

Futuregen has the call center solution for you.

We have staff on standby that are veterans of telemarketing campaigns to multi-nations -US, UK, Australia etc. We have ecommerce and telemarketing certifications to help our clients design and implement highly cost effective campaigns that help you deliver on your targets and objectives.

Contact marketing[at]futuregen.sg to get started now.

You have recently launched a new product or service and need to know what the market feels about it. Or you need to gather data about demographics, usage and other general marketing research. You don’t want to hire permanent employees to do the job, as the survey campaigns are sporadic.

Futuregen has the instant call center solution for you.

We can work with you to design your call script so that the Instant survey campaign can be done using the shortest amount of time, thereby respecting the importance of time to the target clients. Our survey taking application can provide realtime results in both text and graphical formats.

The survey application can be done using our call center, or we can also send the questionaires out via email if need be. Contact marketing[at]futuregen.sg to get started right away!