BEBEXS SPECIFIC QUESTIONS

Bebexs doesn’t upload your call recordings; they are kept on your server locally. Before they are transferred to us, an API on your phone server encrypts telephone numbers, email addresses and file names.

If you are an admin, log in without entering the secret key, you will then be able to see the information available to us if we were to view your account. The secret key is not stored or transferred to us, so we can not decrypt your data.

The Bebexs servers don’t have access to your call recordings and confidential data. Before they are transferred to us, telephone numbers, email addresses and file names are encrypted. We recommend that you make sure that recording calls is legal, and that you comply with any data protection laws in the country in which you operate.

Once installed, your calls will appear on the Bebexs system and be ready for evaluation within a few minutes after the end of a call.

Yes, you can search for an individual or multiple by applying different filters such as: time and date, duration, the telephone number of the caller, and telephone number of the recipient of the call. You can also combine filters to narrow your search further.

If you want to bring a call to a manager's or other agents' attention, you just assign the call to the particular manager/agent (this is possible only if they have security permissions to listen to the call). There is also an option to leave a comment and explain why you are assigning that call.

No, the calls that are not answered/have no content should be marked as empty calls and not evaluated.

If a Senior Evaluator has not calibrated an evaluation, the user that performed the assessment can still edit it.

You can edit the questions and scoring method of each evaluation sheet at any time.

Your call recordings are never transferred to Bebexs and will remain on your servers. Bebexs operates in the cloud, indexing your recordings and provides an interface between you and your call recordings.

Yes - Please feel free to call our customer service helpline on 0113 344 0171. We will always be happy to speak to you.

You can listen to your calls from any internet connected PC, Mac or Tablet. Bebexs will work well on updated versions of Firefox, Chrome, Safari, Edge or Internet Explorer. You do need to be connected to your phone system though.

Once you have signed up for our service, we will send you a sample API script to install on your computers or PBX system. We will also provide you with support and liaise with your PBX providers if necessary.

Bebexs is a Quality Assurance Software which alters the attitude of agents towards feedback. Its unique approach removes the barriers agents create around themselves, drastically improving the way call agents work.

Bebexs was initially created to solve the problems we were having with the agents in our overseas calls centre. Our staff turnover was ridiculous, and we were struggling to get them to say the things we wanted, in the way we wanted them to be said.

It is a call indexer, a tool for assessment and self-assessment, training, ongoing coaching, and for controlling the customer interactions quality of the organisation. 

We don’t provide a free trial, but we do offer a 60 day no quibble money back guarantee. We put a lot of effort into supporting you in the initial set up stages, so we like to know you're serious.

We are so confident that Bebexs will you give you the same results it gave us, we are prepared to offer you this guarantee. If at any time in the next 60 days you are not happy with the service provided or the result you are getting with Bebexs, then let us know, and we will refund 100% of any money you have paid to us. We believe this is much better than a trial version, because you get all the features available from the start and we can focus on providing you with excellent support.

Bebexs is suitable for both small and large call centres and is charged depending on the number of users you require.
Pricing information.

Just click on REGISTER NOW and follow the instructions.

As long as you like! We would initially expect a demo to take 30 minutes. After the initial demonstration, if you require more detailed or specific information, further demos can be arranged.

Yes - If you enter incorrect login credentials, the login screen provides you with the option to reset the password. 

You can pay by most major credit cards. You can see the available pricing plans here.

After you pay, you receive a confirmation e-mail containing an invoice. If you require a proforma invoice, please just let us know.

We hope this won't happen, but if it does and you do want to leave, go to the Bebexs subscription page (you will need to be an admin) and click the unsubscribe button.

To use Bebexs, you only need a modern web browser (Google Chrome, Mozilla Firefox, Edge, Opera, Safari, etc.) and an online connection.

Bebexs is developed as a SAAS application and only requires an API installed on each local phone PBX server to encrypt the call data before transferring the information to our servers. Please let us know the designer and the current version of your PBX so we can provide you with detailed support.

You can change the package you are using at any time. If you make the change before the billing period ends, you can start using its features immediately, but only start paying for it at the beginning of the next billing period.

Bebexs records the date of the call and its duration, its type (incoming, outgoing, internal), the name of the caller and the responsible call advisor. The API on your PBX encrypts all telephone numbers, filenames and email addresses before transferring them to the Bebexs system.
None. Your call recordings remain on your premises; they are not passed to or stored by Bebexs.
Because Bebexs indexes your calls properly, you can isolate instances of high performance and identify them for later use by a simple click of a button. Then, you can use these call recordings for training and ongoing coaching purposes.
The call agents must evaluate all of the calls assigned to them within seven days, or all of the other system functions are blocked. The administrator defines the number of calls assigned to each user.
If they don’t evaluate the assigned calls within seven days, key features of the system will be blocked until the calls are evaluated.
The administrator determines which users can listen to call recordings and whom they can they can listen to.
Each user can listen to their calls at any time and as many times as needed. If an evaluation is mandatory, the user will have to evaluate their call after the first playback. Depending on the permissions set for the user, they can listen to other consultants' calls.
Bebexs improves your agents' call handling skills with the help of innovative self-evaluations and evaluations. Bebexs motivates staff to score themselves correctly, providing them with the information necessary to rectify these mistakes and improve.
The Bebexs unique system encourages agents to embrace feedback as constructive, rather than negative. Its unique approach, involving agents in evaluating and identifying areas for improvement in their own calls motivates agents and alters the perception they have about feedback.
In a typical setup, calibration only happens to a small percentage of staff self-evaluations. To stop staff being affected by the knowledge that a call has been passed on to other people for calibration checking, the staff aren't notified when someone has evaluated his or her call until after he or she evaluate it themselves.
Yes, but only after they evaluate it. The agent has access to all the details and the separate scores of each evaluation that took place.
Bebexs allows comparison of each evaluation that took place on a single call. Since the scorecard questionnaire is customised specifically for your company, any differences between scores are due to differing opinions of the evaluators. So, a comparison between the scores can be made to find out why this difference appeared. It is recommended to hold calibration meetings between managers to discuss and resolve differences of opinion.
A meeting between managers where they and re-listen to calls where they have significant scoring differences. The aim is to identify the differences between them and discuss and resolve them, so in the future, evaluations by managers are more consistent throughout the organisation.
Call actions are codes passed from CRM or other software in the dial string and removed by the PBX before dialling. These codes are then used to group calls by call actions. They can also be used to pass postcode (Zip codes) information to allow you to group calls by area.

Bebexs generates several types of reports which help the management of the call centre.
Those reports include the following content:

  1. Call Actions Report - reports all the calls for any single call action set in your company (what was the call about). It contains all the calls that were made in that call action set in a Call Action Summary.
  2. Completed Evaluations - reports all evaluations the user has made on other calls.
  3. Evaluation Discrepancies - reports discrepancies between scoring of a call between supervisors (or higher ranked) staff.
  4. Compare My Evaluations With - compares your evaluations with other evaluators.
  5. My Evaluated Calls - reports user's calls evaluated by the user and other staff members.
  6. Bebexs Score - reports the total score of all calls per agent, per period and evaluator.
  7. All Missed Calls and Missed Calls Summary - reports missed calls, when and who made them, making it easy to call back the dialler.
There is a formula for calculating the Bebexs score which is explained on the Bebexs score page. Each organisation can change the alignment adjustment percentage to suit their business needs.
No - you will always get discrepancies and differences. Bebexs allows you to identify areas to improve for each agent. It also helps remove the defensive barriers staff put up to protect themselves from criticism. When staff react well to feedback and start changing their behaviour and habits, then they quickly improve and soon become as good as your best staff. Read more here. (LINK TEXT: here INSERT LINK https://www.aaronsdepartment.com/call-assessment/call-handling-skills.php )
The administrator can create and modify the evaluation questionnaires to align with each company’s needs. Adding and changing questions whenever needed.

GENERAL QUESTIONS

Spreadsheets are an organisational tool which contains rows and columns which allow to organise, analyse and store gathered data in a tabular form. The most common one is Microsoft Excel.

Companies have a need to store the QA digital data they deal with. Spreadsheets allow businesses to keep track of the changes that happen time. Using mathematical and statistical formulas, spreadsheets can process the data and help businesses measure their performance, or plan future decisions. 

A company needs to review the performance of its employees. Typically once or twice a year a manager assess the performance of their employees and these assessments are called appraisals. Managers use them to point out where staff have done a great job and where they need improvement.

The idea of an appraisal is good, and if done well and in a timely manner they can have a beneficial effect. They are usually done too far apart to help inform staff how they are performing in their tasks. The benefits of any advice coming out from them is lost because it is offered weeks (or months) too late. This late delivery of feedback can demotivate staff by pointing out mistakes they've done so far in the past. At least in our case...

Call monitoring is a process where either live or previously recorded calls are listened to by a third party with or without the others parties knowledge.

Also referred to as "silent call monitoring" for quality assurance (QA), call quality monitoring is a practice where a third party listens to a call for the purpose of auditing the quality of the call. Call monitoring can be done with both live and with recorded calls, with or without the other parties' knowledge.

There are more than a few reasons for an organisation to record their calls. The call recordings can protect the company, help staff improve their performance and suggest future steps for improvement of customer satisfaction rates. Call recordings serve as a proof of the staff's performance and protect from allegations.

 

When faced with a difficult situation due to a misunderstanding with a client, an organisation that records calls may always refer to the recording of that particular call to protect the agent. It is much easier to coach the new agents with selected phone call recordings, than to train them using only theory and verbal directions. It can also reduce the stress of capturing all the conversation details by knowing that staff can always play back a call and hear the missed information. By listening to recorded calls, the management of a call centre can focus on the client's needs and track information about their service usage.

The rules vary from country to country. It is important to ensure that you are legally entitled to record calls. We suggest you start off with visiting 
https://en.wikipedia.org/wiki/Telephone_recording_laws
Care should also be taken when making international calls to ensure recording calls is legal in both countries. If in doubt, we urge you to consult a solicitor.

Call evaluation also referred to as "call assessment", represents the act of evaluating any single call. It is done by the staff, their supervisors, managers and quality assurance analysts. It consists of listening to the call and answering questions on a call evaluation form. The results of all the evaluators' scores are then recorded on a call evaluation form.

Call scoring is assigning a score to call evaluation and is carried out to enable performance comparison and benchmarking. The score can then measure the staffs' performance against a uniform standard.

Call calibration is the process of comparing scores of a call from different evaluators. It is important for ensuring that managers, quality analysts, supervisors, trainers and staff evaluate and score the calls in a standardised way.

An abandoned call is the failed attempt of one person to reach another, resulting in a call ending before any conversation. The most often reason for it happening is during a long hold time which can be frustrating for the caller causing them to hang up while waiting in the queue.

The abandoned call rate in a call centre is a calculated percentage of the calls that have been disconnected before any conversation between a staff member and a customer has occurred. Its calculation is done by dividing the total number of abandoned calls by the total number of calls in the organisation.

ASA is an acronym for Average Speed of Answer. In call centres, it refers to the amount of time (measured in seconds) that a caller waits before connected to a call agent. It is time the customer spends on hold after navigating the company’s menu to get to the demanded department.

Also referred to as occupancy, utilisation is a metric which measures the staff’s schedule for handling the incoming calls. The utilisation (occupancy) shows the time an agent spends working, as compared to the time the agent is off the phone.

Occupancy rate in a call centre is a percentage which shows how much of the working time the call agents spend actually working. Each call centre has their own targets, but an occupancy rate of between 70% and 80% would not be unusual.

To calculate the occupancy rate in a call centre, divide the time staff spend handling calls, including after call work, by with the total amount of time they are ready and waiting for calls to arrive.

CSAT stands for Customer Satisfaction and in a call centre is one of the key performance indicators for the quality of the service provided.

Service level is the percentage of the incoming calls that a call centre answers in a given period of time. The problem is there is no standard definition of what constitutes a missed call. Some call centres classify missed calls as missed opportunities, others will treat them as abandoned if the call hangs up within a specified time-frame.

ACD is an acronym for Automatic Call Distributor, and it is a tool which disperses the incoming calls to a specific group of staff members that have the skills needed to meet the customer’s needs.

Evaluation is the process of assessing a completed task, as objectively as possible. The purpose of evaluations is to identify specific call handling skills that need improving and enable strategic decisions for improving the service delivered in the future.

AHT stands short for Average (call) Handling Time and refers to the average amount of time it takes for the agents to deal with a call. It is a measurement of the efficiency of the service offered, and call centres strive to achieve the lowest AHT possible. To calculate AHT, the sum of the hold time, the talk time, time on follow up tasks or calls, and wrap up time is divided by the number of total calls.

One of the methods for reducing the average call handling time is to use the AHT formula and persuade your agents to be quicker on the phone. At Bebexs, we believe this is the wrong approach and that it will reduce CSAT levels. Instead of cutting the allowed handling time to reduce AHT, it is more efficient to focus on developing the agents’ call handling skills. Using this method, reduced AHT comes naturally.

Call centres have a list of criteria that an agent must meet to achieve a quality call. Among the other criteria, this includes how the agent answers the call, how they guide the caller towards a resolution of their problem and how the call is ended.

Quality assurance (QA) ensures that the call centre delivers a quality of service that meets, or exceeds the organisation's objectives. It is provided by a quality analyst, quality assessor or quality assurance analyst.

Call calibration is making sure that call centre agents, supervisors, and managers evaluate the quality of the calls and customer service by the same criteria. The polite way of describing it is to make sure everybody is singing from the same hymn sheet. 

Call barging is listening to live calls and interrupting the call to prompt the agent without the client hearing the interruption. 

The role of the quality analyst in a call centre is to ensure the quality of the service provided by the call centre by analysing call agents’ performance and identifying what their mistakes are, and also where they excel. 

The customer satisfaction levels or CSAT can be monitored by analysing the overall customer experience, including the customers’ feedback, complaints or any other comments. Bebexs utilises customer surveys to monitor customer satisfaction levels.

For customer retention to be monitored, there should be a measurement of relevant parameters. The retention rate can be measured monthly, quarterly or annually depending on your organisation’s needs. To calculate the number of customers remaining at the end of a certain period you need three parameters:

  • number of customers at the start of a certain period (S)
  • number of customers at the end of the specified period (E)
  • number of new customers that were acquired in that period (N)
The formula for calculating the percentage of customer retention rate is the following: [(E-N)/S]*100
To provide excellent customer service over the phone, the first thing your staff need to do is listen carefully to understand the reason for the call, and then to ask questions if further clarification of the problem is required. It is only after this that you can begin to solve the customers’ problems.
Employee performance is monitored by analysing the tasks they are performing, how much effort they will make and whether the results they achieve are aligned with the company’s strategy and norms. To monitor an employee's performance effectively, it is essential to have established employee performance expectations.
Good client service includes thorough product knowledge and awareness, a friendly and polite attitude, and effective listening skills. To provide excellent client service, one must first know what are the clients’ expectations of good service are and regularly follow up on their feedback, no matter if it is positive or negative.
Customers will be unhappy and dissatisfied if they are not understood, and their issues are not solved. Furthermore, they won’t be happy if they don’t feel appreciated and respected.
Customers will be happy if they are treated with respect, their needs and queries are listened to and understood, and their issues are solved quickly and effectively.
There a lot of employee KPIs (Key Performance Indicators), depending on each business. Some of them are average time spent on the phone, number of answered calls, number of missed calls, number of issues solved, CSAT scores etc.
Client satisfaction can be improved by training your team to become problem solvers. To contribute to customer satisfaction, each individual is expected to be polite and speak at a normal speed, listen carefully and ask the right questions to understand the client and their reason for calling, and be able to solve the clients’ issues.
The number one skill required is the ability to listen. Some other characteristics of a good customer representative are detailed product knowledge, empathy, attention to detail, the ability to adapt to different clients’ attitude and behaviour, calmness under pressure, good communication skills, etc.
The call centre manager is the person in charge of the call centre and call agents. Their responsibility is to make sure that the team works optimally to meet customer needs and solve their issues, and to meet the company’s objectives and goals.
That is a big question, in our opinion a good call centre manager makes sure that they employ the right people for the job and gives them appropriate training. They then continually identify what each agent needs to improve while providing constant coaching to rectify issues and improve call handling skills.
A call agent is an employee in a call centre that has the responsibility to answer calls and respond to customer demands.
A call centre supervisor is the person who, besides answering customer queries, is responsible for working with the management team and other call agents to establish leadership and to meet the set performance criteria. The supervisor is responsible for coaching call agents and developing and improving their call handling skills.

Bebexs generates several types of reports which help the management of the call centre.
Those reports include the following content:

  1. Call Actions Report - reports all the calls for any single call action set in your company (what was the call about). It contains all the calls that were made in that call action set in a Call Action Summary.
  2. Completed Evaluations - reports all evaluations the user has made on other calls.
  3. Evaluation Discrepancies - reports discrepancies between scoring of a call between supervisors (or higher ranked) staff.
  4. Compare My Evaluations With - compares your evaluations with other evaluators.
  5. My Evaluated Calls - reports user's calls evaluated by the user and other staff members.
  6. Bebexs Score - reports the total score of all calls per agent, per period and evaluator.
  7. All Missed Calls and Missed Calls Summary - reports missed calls, when and who made them, making it easy to call back the dialler.
There is a formula for calculating the Bebexs score which is explained on the Bebexs score page. Each organisation can change the alignment adjustment percentage to suit their business needs.
No - you will always get discrepancies and differences. Bebexs allows you to identify areas to improve for each agent. It also helps remove the defensive barriers staff put up to protect themselves from criticism. When staff react well to feedback and start changing their behaviour and habits, then they quickly improve and soon become as good as your best staff. Read more here. (LINK TEXT: here INSERT LINK https://www.aaronsdepartment.com/call-assessment/call-handling-skills.php )
The administrator can create and modify the evaluation questionnaires to align with each company’s needs. Adding and changing questions whenever needed.