Call Center Scoring Gives Companies Competitive Edge In A Sluggish Economy

The site - which uses the images of real women who were murdered by their clients, pimps or traffickers - is automated, but was live for two days last year with staff from Mouvement du Nid posing as prostitutes and interacting with clients.

Call Scoring allows supervisors to search within the rated calls and also do comparison across multiple agents and their performances. It also helps evaluate the progress of a new agent and the results of training programs conducted. Overall, this becomes a great tool not only to improve the overall quality and business performance, but to comply with new processes and compliances businesses are mandating.

Click on Julia, 28, a blonde with cherry-red lipstick, and a series of images show her face swollen and bruised, her mouth bleeding. Her message reads: "The body of Julia, burnt, slashed and heavily battered with brass knuckles, was found in the Bois Du Boulogne (park in Paris). Killed by a client."

"Once I said 'It's not going to be possible to meet as I am in a wheelchair because I was beaten up by my pimp, and one client replied 'I don't mind the wheelchair ... it's okay.'" (Reporting by Nita Bhalla @nitabhalla, Editing by Lyndsay Griffiths. Please credit the Thomson Reuters Foundation, the charitable arm of Thomson Reuters, that covers humanitarian news, women's rights, trafficking, property rights, climate change and resilience. Visit website of Paradise fake escort site reveals reality of prostitution

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In the ten hours that the site was live, more than 600 phone calls and thousands of online chats were recorded. The footage was used to produce a campaign video which showed how men visiting prostitutes were encouraging the global trade of women, so were accomplices to their abuse and exploitation.

TriVium Systems’ voice recording, quality monitoring, call accounting and call reporting solutions are used by small, medium and large enterprises across the North American marketplace. Its customers span various industries including, but not limited to:  call centers, collection agencies and law firms, financial institutions, insurance, healthcare, educational institutions, government, assisted living and retirement homes, hospitality, real estate and much more. Most solutions are phone system agnostic – they work with IP, digital and hybrid phone system - and can be deployed on single or large multi-location environments.

An increasing number of companies listen to recorded calls to ensure that their agents are following certain processes. Call Scoring helps managers handle this process within their call recording software by allowing them to create evaluative and scoring templates. A template consists of various questions that a supervisor can answer while listening to a call. Answers can be either ‘Yes’/‘No’ or can be on a point scale while each question can be given a certain weightage. A number of different templates can be created and applied if the call center supplies services for multiple companies.

"We thought they would hang up or insult us after we said 'No, you can't see her because she is dead or she has been stabbed, or she is a wheelchair because she was beaten by her pimp. But it never happened. Not once," she said.

Start chatting with 19-year-old Ines, a pretty, smiling brunette in a pale blue negligee and pictures of her battered and bruised face appear. A chilling message fills the screen: "Ines was thrown from a bridge by her pimp. She is seriously disabled and will never be able to walk again."

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