Call Center Management Featured Article
VoIP Call Recording Keeps the Call Center Efficient
A call center is a bit like a clock: countless moving parts working together, and if one of them fails, the whole clock stops working. Anyone who has ever worked in call center management knows this: the phone system; the hiring, recruiting and training program; the workforce management solution; the call queues; the e-mail system; the necessity of keeping to key performance indicators (KPIs) and internal metrics; the call recording system and countless other elements need to work as expected, or the system will break down and processes will slow or stop, leaving calls and other communications media backing up to critical levels.
Of all those functions, the call recording system is one very often neglected or poorly run by call center management. Why? It just doesn't seem as “urgent” as the other functions, and in years past, it was often a complicated, time-intensive process that seemed to have very little “pay-off” to the average call center. Enter voice over IP technology, and call recording has undergone some serious changes as of late, all of them positive for saving call center management personnel time and energy.
When VOIP call recording was first introduced, it was utilized almost exclusively by the largest corporations and call centers. However, as technology has improved with the introduction of cloud-based solutions, and costs have decreased, VOIP recording software is now an affordable business application for call centers of every size, wrote workforce optimization company Monet Software in a blog post last week.
So what are some of the reasons call center management should examine VoIP call recording more closely? Turns out, there are benefits both during the implementation stage and for the years that encompass the life of the solution. These include:
It's easy to install. The addition of or transition to cloud-based VoIP call recording can be implemented quickly and easily, especially compared to the original installation of a PBX (News - Alert) call recording solution, which took weeks or months and inconvenienced or shut down the call center.
It saves pennies. A VoIP recorder can save as much as 50 percent over a PBX recording system, according to Monet Software. Maintenance costs are also reduced, as any moves, adds or changes can be implemented without cable rewiring, punch downs or cross connects.
Centralized deployment: With a VOIP recording deployment, the cost of adding remote sites is minimal, making it a more efficient use of recording resources.
Scalability: VoIP recording software is easily scalable, unlike PBX systems that are limited by the installed servers.
Easy maintenance: VoIP call recording is easily administered by call center management via point-and-click software. (Definitely NOT the case with PBX-based systems.)
Edited by Amanda Ciccatelli