Outsourcers have a very unique set of challenges. We created our software with those challenges in mind.
We understand that managing the quality for one customer is difficult, but managing the quality for a number of customers is a specific BPO challenge. TantaComm’s Software enables you to track quality for each of your clients, while giving you a summarized picture across all of your centers.
TantaComm is multi-tenant, allowing you to segregate your customers to allow for ease of call recording set up. Our multi-tenant infrastructure also features individual monitoring, scoring, and reporting for each location.
Show both recorded audio and screen along with notes for the scorecards. Preview agent notes taken during a call simultaneously while playing back the call. Supervisor notes can be added at any point on the call timeline to tag a comment at an instant or over a time period on the call. Your environment is busy, supervisors are working on multiple customers and can stop and pick up where they left off with notes to remind them.
All interaction media is aggregated onto a single-screen call details page, allowing supervisors to playback calls, view synchronized recorded screens and chat archive while performing the evaluation.
Selectively share quality reports and trends by using client logins. Clients can drill down to team results, but individual supervisors and agents are not exposed. Pleasing many customers is a challenge, permission-based access allows you to quickly target each customer's requests.
Sophisticated QM software has the capability to handle multiple Evaluators. The blind calibration feature lets you share lists of scored events while keeping score integrity. This builds trust with your customers and demonstrates a high level of quality.
Beat the competition by using TantaComm to win new business! Our outsourcer customers regularly use our feature-rich software as a point of difference in ROI calculations when responding to new business.
Track quality across every interaction channel, from call recording only clients to multi-channel support. If one of your customers offers call recording only and the next deploys every channel, no problem. TantaComm is designed to track quality across all customer interaction channels.
Not all customers are alike. One may want to know how agents are interacting with their customers. One may focus on compliance while another focuses on upselling. They may be inbound only or inbound and outbound. It doesn't matter to us. With our software, you can build, queue, and search the exact scorecards you need for each customer's unique requirements.
Our cloud-based software means you can have as many users as you need, anywhere in the world.
Use our pre-built scorecards on their own or as a piece of a larger scorecard. To further help with compliance requirements, the scoring supports "not applicable" answers and total fail for critical elements.