Do you work at a contact center? If you answered “yes,” here’s a follow-up question: Do you have call recording solutions? If you answered “no” to that one, I have another follow-up: Why not? Call recording is essential for contact centers, as it helps keep track of customer information, serves training and monitoring purposes, and all sorts of other benefits.
Contact centers everywhere are beginning to use hosted VoIP services, which relies on the transmission of packets containing call data. This is usually done with H323 or SIP protocols, although voice and video communications tend to be done with RTP. Using VoIP, all the functionality of hardware-based systems becomes available at a lower cost, while hosted solutions require no upfront investment.
Features have been continually added to VoIP services, such as call accounting and recording. This allows the call centers to better meet regulatory and legal compliance issues, as well as providing better services to their customers at little additional cost.
Call recording itself is incredibly important for contact centers, of course. Along with complying to many regulations, they also provide several benefits, such as improving customer service (and satisfaction, as a result) through keeping track of customer information better. It also provides some legal protection by keeping track of verbal requests and agreements, so no one can deny saying anything. The workplace monitoring it provides also increases security to a degree, by ensuring that employees are doing the best they can for customers, and if any customers are unruly or just plain bad, it’ll be clear when the employee isn’t at fault.
While VoIP didn’t always have these features, most VoIP providers offer them now, making it a great choice for contact centers in need of call recording solutions. I’m sure that if you work at a contact center, you’ve already got call recording in place – it might even be VoIP already. But if you’re not using VoIP call recording and are in need of an upgrade, it’s a cost-effective and convenient way to go.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Edited by Rachel Ramsey