We operate three call centers, all primarily out-bound. Our clients like to join in monitoring the calls. Currently, we have two different methods to do this: the first has the supervisor using service-observing on their phone, and then dragging over another speakerphone, which has a conference call in progress between the supervisor, the project director (at company HQ) and the client (could be anywhere in the world) so that thosed conferenced in can hear the service-observing. For obvious reasons, the call quality is very low. Definity documentation state that using the conference, transfer (etc.) buttons while in a service-observing state is not possible, hence the two phones. This is done at two centers, both running G3siV6's.
Method two uses devices known as Melco's. These work great, but are basically a draw on the line, so that the customer can barely be heard at all. This center uses a System 75.
I'm wondering if there are other devices being used for this purpose that do not place such a drag on the line. Has anyone out there had any experiences - good or bad - with anything similar?
Thanks in advance -
Duaneness
Method two uses devices known as Melco's. These work great, but are basically a draw on the line, so that the customer can barely be heard at all. This center uses a System 75.
I'm wondering if there are other devices being used for this purpose that do not place such a drag on the line. Has anyone out there had any experiences - good or bad - with anything similar?
Thanks in advance -
Duaneness
