TMCnews Featured Article
January 16, 2013
Are You Getting Value Out of Enterprise Call Recording?
By Susan J. Campbell, TMCnet Contributing Editor
In the countless calls made to call centers throughout the world, a consistent and important factor shared by all is that of the potential to record the call. The purpose of recording is often for training and quality control. Given this, the assumption among the consumer base is likely to be that the experience with the call center is going to improve over time.
However, the challenge for the call center, is actually using the recorded call to make marked changes in the operations or way calls are handled. If this isn’t a priority within the call center, performance isn’t likely to improve and customer complaints could start to surface, or increase.
With enterprise call recording, it’s not enough to simply capture the call. To see results, proper management has to be in place and actions need to be taken.
This philosophy was the center of focus in a recent CVDS blog, which highlighted the importance of capturing customer complaints and acting on them for positive change. For instance, the call center can easily measure how long a customer waits in the hold queue simply by checking the dashboard. How the customer feels about that wait, however, is captured in the call when the customer shares his or her frustration.
If an agent is rude, ill-informed or not helpful to the customer, this fact can be proven (or disproven) by a review of the call. If a customer spends much of his or her time on the phone with the call center being transferred between multiple departments and must repeat his or her information or issue each time another person is reached, this inefficiency is easily captured in the enterprise call recording platform. It is then up to the management team to take that information and do something with it.
Complaints are not the only thing enterprise call recording can address, however. It can also serve as a valuable tool in capturing and sharing customer information. When the customer interaction is captured and stored, it likely contains valuable information about customer preferences. If the call recording solution were integrated with the call center database so that information could be shared across multiple departments and users, customers may no longer have to repeat information and agents handling the call could automatically know enough about the customer to offer value-added solutions or services.
CallCopy (News - Alert) is one provider offering an innovative enterprise call recording solution that allows users to record what they need, when they need it. Features included in the company’s offering span priority-based scheduling; support for VoIP, TDM and blended environments; priority-based archiving; PCI compliance; CTI (News - Alert) integration; advanced search; clean installation and so much more.
Company officials also note they are ready to work with call center management to design the right approach to enterprise call recording to ensure the solution accurately meets the needs of the center. This includes training users on how to extract the most value from the platform to ensure positive change in customer care.
Edited by Stefania Viscusi