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ShawMan Software Pvt. Ltd.
Costomer Relationship Suite
 
Call Audit
Every time an employee of a company receives a call from a customer or a prospective customer, it is so important that the call is answered in a professional way. Special emphasis needs to be given for telephone etiquette and certain mandatory things, which need to be spoken.  In order to maintain a high standard of customer service it is important that these calls are audited on a regular basis. The ShawMan CAS does just that.The ShawMan Call audit System is used to do telephone call audits, so that there is a qualitative improvement in the way telephone calls are answered. The audit call could be a live call or a staged call. Staged call is when a person on behalf of the client is pretending to be a customer and making the call. A live call is where a real customer call is being audited.

In case of Stage Audit Call - the schedules are sent to the hotels where the voice logger is set. Based on the schedules, the voice logger records the call and a wave file gets generated. This wave file is then uploaded on the CAS server. Once the wave file comes on CAS server, a pending case is generated. This can be viewed from one option in CAS. Call can be heard by playing the wave file and analysis can be done by answering the questions below.

Incase of Live Audit Call - any call can be analyzed online and submitted at the same moment.

In both the above type mail gets generated with the average point calculated and sent to the concern person for further analysis.
 
  Key features of ShawMan Call Audit
  Automatic Scheduling - User can do automatic scheduling of calls for a predefined time.
  Setup and Master Driven - All criteria for evaluation of caller are completely driven by the setup and masters.
  Structured Capture – Feedback is captured upto the minutest level of an attribute. Structured codification process, ensuring different levels of detail, based on requirement.
  Comments - Inserting of comments as and when required which can give a more detailed description.
  Automatic email generation - automatic email generation of the audit form along with the wave file.
     
 
 
 
 
 
 
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