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Quality Services - SamePage

Remote Coaching & Quality Assurance Through Your Web Browser

What Is SamePage?

SamePage is Concentra Solutions' flexible and powerful Web-based application that revolutionizes call center quality assurance. SamePage offers monitoring, coaching, reporting and security — with nothing more than a Web browser and an Internet connection!

SamePage grew out of our many years of experience with call centers of all types and with a variety of inbound and outbound programs.

This revolutionary and powerful tool allows you to keep your finger on the pulse of your call center programs. Any number of authorized individuals in your organization can participate in any telemarketing program — simultaneously or independently. You can view, share, and generate customized reports on any data in the system.

Your Left Hand Knows What Your Right Hand is Doing

Whether your users are just a cubicle away from each other or across the country, SamePage allows your left hand to always know what your right hand is doing. Now, all parties involved in your program can share valuable information and make informed decisions. Most importantly, you will always have easy access to the information you need — when you need it most: NOW!

SamePage gives you insight into your program's — and your people's — strengths and weaknesses. That way, you'll know who merits praise and who requires coaching or training. You also have immediate access to Q/A sessions conducted by others, giving you a great calibration tool.

Reporting

Monitoring software can be a great tool — but it can be a great waste of time and money if the reports it generates are not timely and meaningful. SamePage allows you to have immediate access to the information you need, when you need it most.

SamePage captures and records the data that you want. For example, you can see the Sales Per Hour ("SPH"):

  • By specific TSR
  • By Program
  • By all TSRs in ascending or descending order

Beyond the Numbers

Beyond the numbers, SamePage allows you to view and print observation notes made during a monitoring session. You can even distribute these notes to the end user as a coaching tool. This feature can be used to enhance the individual's performance, and it can be used as a motivational tool. When observation notes are presented in a professional looking report, in a timely manner, and in everyday language, the message carries tremendous weight.

Security

SamePage Monitoring Software is accessed from a secured site, and it requires authenticated logins. Authenticated users have restricted access only to those areas assigned to them. You define and administer those restrictions.

Concentra Solutions understands the importance of confidentiality and is aware of the sensitive nature of information used in most marketing programs. One of the key benefits of SamePage is the peace of mind our clients have because of the power and flexibility of the program's security features.

 
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