Call Center Management Feature Article
May 28, 2014
Why Should Call Center Management Combine Call Recording and the Cloud?
By Susan J. Campbell, TMCnet Contributing Editor
There are a number of reasons why call center management invests in call recording. For some, it’s a matter of compliance, demonstrating the value the organization brings to the market. For others, the focus is on training, capturing the right and wrong way to do things so as to prepare the agent base for the next shift.
Regardless of the motive, the reality is there are a number of advancements in the call center space that are improving the way call center management does business. One that tends to garner much attention as of late is that of call recording completed in the cloud. Through this method, companies no longer have to invest considerable resources in the hardware and software to get the job done, making recording and archives available from any web browser.
The call center that leverages call recording in the cloud is taking advantage of considerable benefits not readily available with just one or the other. A recent Monet Software blog explored the benefits of using both, highlighting that using only one means you’re leaving too many options still on the table.
For instance, call recording provides a seamless method for tracking questions, inquiries and call resolutions. Each piece of information listed here has the opportunity to improve the knowledge base. Not only can call center management glean business intelligence from these calls, they can also review them with agents, supervisors and whole teams to motivate action toward better handling.
Cloud computing, on the other hand, is rapidly gaining adoption in the call center space. More than 60 percent of contact centers are using at least one cloud-based application. According to ConnectFirst, more than 45 percent plan to make a first or expanded move into the cloud. The main driver, of course, is the lower investment required for the same, or expanded, benefits.
Call center management can also improve operations through increased flexibility. The cloud-based system is easily accessible from any browser and the call recording system and information captured is available in real-time, any time. That means access from any device and any location. This streamlines operations so that agent calls are easily recorded, regardless of where the agent is located. Plus, the organization can take a greener approach through lower energy consumption and support of telecommuting strategies.
Overall, call recording in the cloud enables call center management to quickly streamline operations and enjoy the benefits provided. Whether the goal is to improve recording or access, or reduce the associated cost or optimize flexibility, combining these two technologies makes sense in the call center environment.
Edited by Stefania Viscusi