CallFinder – Automated Call Scoring

About CallFinder

CallFinder is an affordable, cloud-based call recording and speech analytics application that allows businesses to easily record and analyze customer conversations to generate more business, retain customers, work more effectively and gather critical business insights. This advanced audio mining technology finds specific spoken phrases within call recordings and identifies and categorizes calls that cover business challenges such as customer satisfaction, workforce training, business and competitive intelligence, marketing effectiveness, script compliance, dispute resolution, and more. Whether your goal is to gain competitive intelligence, monitor agent performance, or measure the customer experience with specific products and services you offer, CallFinder will deliver a vast amount of business intelligence, easily and affordably.

About Automated Call Scoring

You need to assess individual agents and teams. With CallFinders call scoring solution, you can accomplish both with consistency and accuracy.

You’ll gain a comprehensive understanding of how your agents are performing with call scoring. CallFinder enables the precise review of every call your agents field, pinpointing areas where they are struggling while highlighting their strengths.

This allows you to facilitate and track individual agent and team progress by setting goals and formulating metrics around company standards and procedures. CallFinder allows you to develop a reliable method for evaluating

agent-customer conversations, while delivering a consistent scoring methodology across individual agents and teams.

Let CallFinder help you accelerate agent training and enhance skill-building by providing timely feedback with real-time call review and automated delivery of scorecard reports.

  • Voice of the Customer
    • Voice of the employee
    • Customer Journey mapping
    • CSAT/NPS Measurement
  • Performance Management
    • Provide Performance Management Scorecard
    • Implement targets to groups/functions
    • Compare employee performance against peers
    • Link Objectives to targets/rewards
    • Help identify strengths and weaknesses
    • Track individuals training requirement
    • Link specific areas of skill development
  • Training and Coaching
    • agent coaching
  • Quality Monitoring
    • Real-time monitoring of voice and screen
    • Web interface
    • Playback for any LAN/WAN workstation
    • Speech Analytics
    • Analytics based on keywords or phrases
    • Integrated Reporting
  • BPO
    • Inbound
    • Outbound
  • Number of Agents
    • 1 - 50 Agents
    • 151 - 250 Agents
  • Integration
    • Systems Integration
    • CRM Integration

Directory Categories

  • Call Center Customer Service Monitoring and Recording
  • Cloud Contact Center Solutions
  • CIM and Customer Care Resources
  • Call Center Employment Assessment
  • Performance Management
  • Customer Experience Feedback and Analysis