Streamlining Call Quality Monitoring

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Call Scoring, Evaluation and Analytics for Enhanced Performance

In the dynamic realm of call and contact centres, efficient customer interactions are paramount for success. Traditional call scoring and agent evaluation methods involve supervisors listening to recordings, manually scoring agents, and reporting, sometimes using an Excel spreadsheet for record keeping!  

This method has several downsides, the most significant being the time it takes to go through the process. The evaluator must listen to the entire call, manually note every positive or negative element, and assign overall scores, a task susceptible to human bias. This time-consuming process often surpasses the duration of the call itself, rendering it an inefficient use of time.   

Vidicode UK Apresa: Customised Evaluation for Enhanced Performance  

The Vidicode UK Apresa system has a comprehensive option for call scoring and agent evaluation, introducing advanced evaluation software to overcome the limitations of traditional methods. This feature enables users to create custom-made score sheets tailored to specific needs, allowing supervisors to evaluate calls and report by agent and project. Calls can be automatically loaded into the call evaluation pool based on users, call length and other criteria. 

Coupled with Apresa’s screen recording, the supervisor can present a precise overview of each agent’s customer interaction capabilities and input accuracy.    

VoiceCrunch: Revolutionising Conversational Intelligence and Unveiling Truths.  

Acknowledging the limitations of traditional call quality measurement, Vidicode UK has introduced VoiceCrunch, a dynamic AI system that encompasses word spotting and transcription. Seamlessly integrated with the Apresa call recording platform, VoiceCrunch automates the search process based on user-defined criteria, overcoming the inefficiencies of manual evaluations.  

VoiceCrunch provides sophisticated features, including pinpointing precise phrases and crucial words, capturing sentiment and emotions, managing overtalk incidents, analysing talk style, tone, and volume, and measuring talk time and rate.  

With over 40 distinct criteria available through a user-friendly drop-down menu, VoiceCrunch enables supervisors and trainers to swiftly locate desired calls and clarify key moments in calls, saving time and costs whilst enhancing compliance and overall business performance. 

Empowering Customer Service Success.  

In the competitive landscape of customer service (CX), market research and call centres, the need for efficient and insightful tools for call scoring, agent evaluation, and speech analytics is more critical than ever.  

Apresa, coupled with VoiceCrunch, not only monitors and evaluates agent performance but also provides unprecedented insights into customer interactions. By addressing the limitations of traditional evaluation methods, Vidicode UK’s powerful tools help businesses elevate performance, enhance customer satisfaction, and empower supervisors to use their time more effectively. 

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Case Studies

Secure Call Recording for a Travel Broker<br> Travel Up Case Study

Since its inception in 2004, TravelUp has aimed to make worldwide travel effortless for its customers. With so many options for a customer, its bespoke deal finder technology searches masses of different suppliers simultaneously. It quickly returns all the best available deals for flights, hotels or full... Full Case Study

Customer Research Programme Call Recording <br> TLF Case Study

Based in Huddersfield and proud of their Yorkshire heritage TLF Research boast a proven track record of improving the customer experience, satisfaction, and loyalty of their client’s companies through the design and running of customer research programmes. As a full-service agency TLF has assisted customers including Visa, Calor, Co-op and Saint... Full Case Study

Call Recording Case Study for a Lone Worker Company <br> Solo Protect

Over the last 20 years, SoloProtect has innovated and evolved to provide an industry-leading lone worker safety solution that is used by thousands of people across the world. SoloProtect work with public, private, and charity sector organisations that employ large numbers of staff who work alone, are community-based, or are required... Full Case Study

PCI DSS Compliance for Motor Dealerships <br> Budgen Motors

As one of Shropshire’s biggest and longest established Motor Dealerships Budgen Motors prides itself on giving excellent service to all its customers. Budgen has been in Shropshire for 40 years and it is still family run today. Originally started by Tommy Budgen in the 70s, Budgen was taken over by the late... Full Case Study

Maintaining High Customer Experience Standards with Call Recording <br> MSL Motor Group

MSL Motor Group was founded by Stephen O’Flaherty who is widely celebrated as one of the great pioneers of modern Irish motoring. His grandson, who is also named Stephen O’Flaherty, is the Chairman of MSL Motor Group today. The O’Flaherty family have a long history in the Irish motor industry and have... Full Case Study

FCA Compliant Call Recording for Private Medical Insurance Broker <br> Right to Health

When Infinity Group, one of the UK’s largest IT and Telephony providers were tasked by Right to Health, to find a reliable, user friendly call recording platform that met FCA* compliance standards they turned to Vidicode UK and call recording expert Everton Stuart. Right to Health, founded in 2001, specialise in finding... Full Case Study

FCA Regulatory Compliant Call Recording <br> DF Markets

DF Markets (Delta Financial Markets Ltd.) is a Forex, CFD and Financial Spread Betting provider established and located in Canary Wharf, London. The company is regulated by the Financial Conduct Authority (FCA register number 534027). The protection of client funds is provided by the Financial Services Compensation Scheme (FSCS). DF Markets offers... Full Case Study

Compliant Call Recording for TV Shopping Channel <br> JML

Founded in 1986 by John Mills and now a global operation, JML was once a small family company that developed through consumer exhibitions with exciting live demonstrations of innovative products. Over the last two decades we’ve grown into a household name, one of the nation’s favourite brands and a world leader... Full Case Study

FCA Compliant Call Recording: Asset Management <br> Albemarie

The company was founded in 2003, but in 2007, with the arrival of the new shareholder, we dedicated particular resources and energy to the Investment Management business, focusing on the search for good results and outperformance of the benchmark indices. Our team’s best management skills lie in UCITS Funds and Alternative... Full Case Study