Key Features
Automated Lead Assignment
Enable counsellors to manage calls efficiently within the CRM:
- Single Sign-In: Sign in to the telephony system directly from the CRM and make or receive calls using the sticky agent feature.
- Increased Productivity: Simplify calling workflows by creating lead segments and sending them to the telephony system for auto-dialling.
Quality Control & Monitoring
Ensure high standards in communication through robust quality assurance :
- Call Recording Access: Review recorded calls to evaluate conversation quality on configurable parameters
- Counsellor Rating: Rate counsellor performance and monitor at individual and team level
- Performance Analytics: Analyse individual counsellor performance to identify strengths and areas needing enhancement.
Call Duration and Tracking
Gain detailed insights into call-related data for better resource management:
- Call Hour Calculation: Automatically calculate total call hours to optimise team capacity and resource allocation.
- Call Analytics: Monitor call frequency, duration, and outcomes to gain a complete understanding of counsellor activity.
Why Choose Headstart’s Quality Assurance & Call Management Module?
Achieve Communication Excellence with Headstart
Whether the goal is to maintain high-quality interactions or optimize counsellor’s productivity, Headstart’s Quality Assurance & Call Management Module makes performance measurable and actionable. By combining advanced monitoring and AI based intent analysis; institutions can easily enhance engagement and maximize conversions.
