Call Center Management Feature Article
October 01, 2012
Call Center Management Can Benefit from VoIP Call Recording
By Susan J. Campbell, TMCnet Contributing Editor
Businesses throughout the world are readily adopting voice over IP (VoIP) thanks to the low cost, high quality interactions they can enjoy across the network data connection. The same is true in the call center as this resource-draining division of the company must be on constant alert for innovations that can streamline operation while also reducing costs. As a result, many a call center management representative will turn to VoIP call recording to streamline interaction capture.
A recent Monet Software blog highlighted this trend in VoIP call recording software. Adoption is credited to the efficiency and cost savings delivered through VoIP. In fact, according to the findings in one survey, more than 80 percent of companies deploying VoIP anticipate payback within the first three years. While this sounds hopeful, there are call centers that have already reported payback in less than one.
Like any technology implementation within the call center, however, not all VoIP solutions are created equal. Those who are searching for a transition to VoIP should be well aware of the more prominent trends in call recording software and how they will impact the overall performance of the call center. Gaining knowledge in this area is one step call center management can take to improve performance and optimize the benefits associated with VoIP.
Consider the opportunities available in cloud-based hosting. VoIP systems can have the capability for deployment as a cloud-based solution. The benefits are very real as the investment and equipment costs are lower and call center management can also enjoy added flexibility in terms of accessing the call recording system, regardless of location or device. Plus, the bottom line benefits from a lower energy footprint.
Call center management can also benefit from the opportunities afforded in the workforce optimization integrated with VoIP call recording as both time and money are saved. With a centralized approach to administration, redundancies are reduced and overhead is lowered. At the same time, the sharing of information between management and agents becomes more efficient.
In the workforce optimization solution, all elements are integrated into a common dashboard, allowing everyone to work from the same set of accurate analytics. Whether yours is a call center or any other business environment, you benefit from everyone striving toward the same goal. You’re not only more likely to achieve that goal in less time; you’re also likely to experience fewer complications along the way.
Finally, call center management today can benefit from virtualization, especially when VoIP call recording software is in use. Productivity has to be maintained, even if agents, management and other employees operate in different locations. When virtualization is built into the VoIP call recording software, home agents and other non-traditional employees can access the information they need to produce the results for which they are responsible. This not only improves efficiency, it can also increase productivity and improve customer service.
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Edited by Allison Boccamazzo