Call recording in contact centers are usually necessary for many reasons, including regulations, client demands and training purposes. Call recording is a helpful solution to add to your hosted predictive dialer in the contact center to keep track of these calls, maintain regulatory compliance and ensure you are doing everything you can to improve the customer experience. Predictive dialers log in agents and work to reach the maximum amount of customers possible.
Just because you implemented a call recording solution does not mean it will always work as you would like it to. In a recent blog post, LiveVox (News - Alert) considered the different aspects of the dialing process and noted where older technology creates gaps and weaknesses in recording.
“The cost savings of an international or regional office and work-from-home agents can be significant, but your connection and recording technology must provide the same degree of quality regardless of location,” the blog post explained. “The ability to have all call recordings in a centralized secure location is almost a bonus – location agnostic recording is the bare minimum to approach 100 percent call recording.”
Image via LiveVox
In addition to an enterprise predictive dialer, LiveVox also looked at manual dials, transferred calls and inbound calls in the contact center. Manual calls frequently do not go through the same telephony framework as predictive calls where the recorder is attached, meaning manual calls may not be recorded. Factors to consider when looking at your compliance concerns and recording issues are PBX (News - Alert)-recorder integration and time zones.
Similar to manual calls are inbound calls. Calls straight to an agent’s phone or through a self-service IVR can lack integration with the call recorder and CRM system, losing that call recording. This is important because inbound calls are included in the most valuable interactions with customers.
Another time an agent could lose call recording is in transferred calls. If a system does not seamlessly pass the audio connection to the next agent, the call recording system may not be able to keep up.
Included in LiveVox’s contact center platform is a call recording application for training and compliance needs. The company is able to record 100 percent of all outbound, inbound, predictive and manual calls without the need to purchase an expensive third-party recording application. The LiveVox contact center platform integrates the core contact center components, including ACD, IVR, CRM, compliance suite, predictive dialer and PBX. This enables LiveVox to deliver a more flexible, seamless service to its contact center clients, regardless of their number of locations, agents or existing technology infrastructure.
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Edited by Amanda Ciccatelli