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Do SMBs Need Call Recording

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TMCnews Featured Article


October 29, 2010

Do SMBs Need Call Recording

By Tony Procops, CEO, CyberTech North America


When it comes to call recording and quality monitoring solutions, the question for many small to medium-sized businesses (SMBs) and branch offices of larger organizations is typically, “Do I really need them?” This certainly makes sense as costs are usually watched very closely in these firms and standalone business units and investments in technology often are put on hold until significant revenue growth can justify them. However, there are several concerns that might come into play when such decisions are being made. Although, many of them can be quickly satisfied with the new call recording and quality monitoring solutions today that are highly affordable, very easy to install and maintain, VoIP compatible and can even leverage existing hardware. 


Potential concerns might include:

·         Can’t I just get by without one?  

o   Compliance: If you are in a regulated industry that requires retention of audio interactions then you really must have a compliance recording solution in place to avoid stiff fines and penalties. 

o   Transparency: For contact center outsourcers in particular, providing customer-service transparency for clients is often a must and call recording and quality monitoring technology can easily and cost-effectively bridge this gap.

·         Can’t I just train my agents on my own? 

o   Insight: You can, but without a call recording and quality monitoring system in place you are essentially walking blind without the knowledge and insight into which agents are performing well and which ones need help (and in which areas they need it).

·         Isn’t it too expensive? 

o   Affordable:  Many of today’s software-based recording and quality monitoring solutions are quite affordable and can pay for themselves in very short order by identifying a weak performing agent, for example, and pinpointing where he/she needs skills training. Additionally, the old adage of it costing seven times as much to find a new customer than it does to retain an existing one, has never been more meaningful than in today’s economy. 

·         Won’t it just cause more work for me?

o   Easy to install and maintain: Certain software-based solutions on the market can be installed in just a few days (or even less) and are completely self-managed (without IT help) through a simple web interface. In fact, they can save time and money by pinpointing areas of deficiency and improving customer satisfaction.

·         What if my issues are operational rather than customer-service focused?

o   Operational efficiency: If operational challenges have the propensity to stifle productivity in your contact center then a call recording and quality monitoring system can help as it can root out and provide intelligence necessary to correct any operational roadblocks or breakdowns. Agent screen recording, for example, can easily identify process breakdowns and enable the issue to be quickly rectified.

·         Will it work with my existing infrastructure/environment?

o   Interoperable and scalable: Open-platform recording and quality monitoring systems can seamlessly interoperate with your existing, TDM or VoIP infrastructure and work in any new environments if/when your architecture changes due to growth, for instance. They fit right in to your current environment and don’t require a total replacement or forklift upgrade when it changes.

The truth of the matter is that SMBs and branch offices face many of the same challenges as their enterprise counterparts. As a result, they need similar solutions to successfully manage compliance, customer service, operational efficiency and interoperability challenges.

Fortunately many of today’s call recording, quality monitoring and even reporting and analytics solutions are designed specifically for SMBs and branch offices, and are built using an open-architecture framework. Affordable, scalable and easy to install and maintain, many actually contain the very same features and functions as enterprise-level solutions, without any feature stripping.

So to answer the original question of whether or not SMBs (and branches) need call recording, the answer is a resounding yes.

CyberTech is the fastest growing, longest-standing and 3rd largest global call recording provider offering the most secure, open and future-proof solutions for organizations to rapidly improve performance, optimize service, mitigate risk, lower cost and maintain compliance. Visit CyberTech at www.CyberTech-na.com.


Tony Procops, founder, President and CEO of CyberTech North America, has over 25 years experience leading recording technology companies. To read more of his columns, please visit his columnist page.

Edited by Chris DiMarco







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