Call Center Management Feature Article
October 24, 2012
Monet Software's Cloud-Based Call Recording Checklist for Call Center Management
By Amanda Ciccatelli, TMCnet Web Editor
There are numerous reasons that companies choose to use call recording software. Industries of all types have realized the importance of call recording due to new government regulations and possible litigation. Call recording software not only assures accuracy, but also serves as a "memory aid" in conflict resolution and even creates an effective training tool. Additionally, recorded calls can be used in staff training programs or to prove adherence to government regulations.
If your business depends on customer satisfaction to help drive revenue, call recording may be the right solution to determine whether or not your employees are maintaining your message when interacting with customers.
Hosted or cloud-based call recording is becoming a popular option among call centers as they have become more familiar with the advantages it offers in application deployment, lower upfront costs, scalability and data accessibility within and outside the call center. Monet Software, a global provider of workforce optimization solutions for small and medium sized contact centers, has recently shared three key points to help make your decision when considering a cloud-based or hosted call recording software solution. Monet’s three primary points include:
Data Access: Recording is the primary objective of call recording software, but easy data access and retrieval is just as important in the solution you choose. The call recording system should have the ability to archive customer calls in a logical, convenient and compliant way.
Metrics: With call recording software, a call center is able to take a proactive approach to customer service, resource utilization, cost management and other factors that impact performance - made possible through the metrics generated by call recording software. It is important to be sure that the solution can provide everything a traditional solution can.
Cost: In this challenging economic time, a key advantages of a cloud-based call recording solution is the lower costs incurred in its purchase and installation. However, keep in mind the additional costs related to training, maintenance, support and upgrades in the call recording software solution you choose.
Edited by Allison Boccamazzo