Call recording, also commonly referred to as voice recording, is the practice of recording phone-based call center interactions, and storing them for review at a later date. Call recording is a valuable activity, improving a variety of critical call center functions, including:
The process of call recording includes capturing phone-based interactions, storing them in an archive, and providing powerful search facilities that make it easy for both agents and supervisors to locate and retrieve specific recordings whenever needed. As a result, companies can enhance:
Recorded calls can be used to facilitate swift dispute resolution between a company and its customers. For example, call recording capabilities provide irrefutable proof of what a customer did or did not order, or what an agent did or did not say during the course of an interaction. When needed, recordings can be easily located and retrieved, then sent to customer retention specialists for rapid handling of customer complaints.
Call recording gives supervisors the insight they need to most effectively assess and enhance agent performance. By recording calls in both traditional and virtual call center scenarios, companies can ensure optimum service quality and enhance customer experiences by immediately identifying areas in need of improvement, and quickly training agents to correct skill gaps and weaknesses. Additionally, recordings can be used to demonstrate “best practices” and emailed to agents and their coaches for training purposes.
With call recording, companies can ensure compliance with industry regulations, such as the call recording guidelines imposed on stock and bond trading firms
Contact center software by SafeSoft Solutions includes robust, fully-integrated call recording capabilities. Our web-hosted software provides robust features that empower companies with the ability to:
· Record a single call in progress, or all interactions across the call center
· Organize and store all recordings on SafeSoft servers
· Easily search for, locate, and play back recordings via the administration panel.
· Download the recordings, and distribute them to other users.
Register for a FREE trial of our call center software, and find out how a predictive dialing system with integrated call recording capabilities can help you improve call quality and agent performance.
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