Call Center Solutions Featured Article

ASC (News - Alert), a global provider of innovative solutions for multimedia-based communications, today unveiled the implementation of a successful workforce optimization solution for Sparda TelefonService GmbH & Co. (STSG), a call center handling inbound and outbound telemarketing, e-mail and fax communications and agent training.

In 2005, STSG first used quality monitoring to maintain an excellent reputation in customer service. The decision to upgrade the contact center and call center solution with ASC was based on a need to include legally required communications recordings for securities trading , extensive reporting, easy handling and administration, and customer interaction routing.

ASC’s workforce optimization (WFO) portfolio ensures a cost-effective and customer-friendly organization including communications recording, quality management, speech analytics, eCoaching and workforce management. Software call center solution INSPIRATIONpro helps contact center managers learn about their agents’ service level through analysis of recorded call data. Speech analytics also help large contact centers with a high volume of communications.

ASC’s solutions reveal information to help companies improve their value creation. ASC´s software solutions are used in contact centers and call centers to continuously measure and improve the quality of customer contacts. Data from all communication levels in contact centers are collected, brought together and evaluated to help train agents and optimize customer service. INSPIRATIONpro reveals improvement potentials in contact center operations including processes, marketing, sales activities, and problem analysis.

Guenther Mueller (News - Alert), chairman and CEO of ASC, said in a statement, “The need to comply with government regulations requires a fail-safe solution for bulk recording while quality management to improve agent performance involves a more selective approach. ASC offers an integrated system to handle both in a sophisticated yet standard solution capable of integration with any major infrastructure.”

In February 2012, ASC’s versatile solution will be described at the CallCenterWorld 2012 conference in Berlin. Bernd Engel, director of Business Development of ASC, and Niclas Bychowski, CEO of STSG, will discuss the implementation of ASC’s powerful contact center and call center solution.