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Contact Center Recording Helps Make Training More Efficient

VoIP Call Recording

March 06, 2008

Contact Center Recording Helps Make Training More Efficient

By Mae Kowalke, TMCnet Associate Editor

There are many reasons for using a VoIP call recording solution in a contact center environment. Contact center recording may be necessary for regulatory purposes and for analytics. It also plays a key role in quality monitoring and training initiatives, which go hand-in-hand.

When customer interactions are recorded, valuable information is collected that is useful both to supervisors and agents. This information, which may include screenshots and voice, reveal what actually happens during customer interactions—both good and bad. With that knowledge, supervisors and agents can work together to improve the contact center’s efficiency and effectiveness.
It’s a fact that even the best agents sometimes make mistakes; this is only natural. It’s also natural for agents to be unaware when slip-ups occur. Having the opportunity to review previous interactions, thus observing how they are perceived by customers, enables agents to self-correct. The agent may benefit even more if he/she reviews the interactions with an experienced manager who can offer tips about how to handle the same type of situation in the future.
Now that recording solutions can capture screenshots along with voice, the review process also may reveal that certain agents need additional training on the most efficient way to use contact center software.
In fact, one of the best reasons to record information is to determine which particular skills agents may need additional training around—whether it’s learning how to say “um” fewer times during an interaction or understanding how to navigate desktop applications, targeted training can make a big difference with a minimal of resources being invested.
The information revealed by recorded customer interaction sessions is helpful in developing two different types of training programs: individualized and group. It might be that only one or two agents are having difficulty with a particular skill; in this case, it’s easy enough to simply work one-on-one in a targeted manner with said agent(s) on those particular skills. If a problem is discovered to be more widespread, a group training session may need to be conducted. Without the recordings, though, it is nearly impossible to know which is which, and thus training resources may be misallocated.
When utilized in the ways discussed here, a contact center recording solution can reap big dividends. Return on investment for such solutions usually occurs very quickly.
To learn more about the benefits of recording customer interactions, please visit the Contact Center Recording and VoIP Call Recording channels on, brought to you by Teleformix (News - Alert).
Mae Kowalke is an associate editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Mae’s articles, please visit her columnist page. She also blogs for TMCnet here.

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