Call Center Scheduling Featured Article
Call Center Scheduling: Evaluating Call Recording Software
If you are a company considering the addition of call recording software, you will find a variety of options to choose from. Most call centers tend to have similar needs, but there are challenges that will cause your unique company to choose certain solutions.
A recent Monet Software blog discussed the factors that should be considered when selecting the right call recording software. The factors include the size and structure of the call center, the call volume and type of industry served. Monet suggests that before making a decision, evaluate your company’s objectives in the areas of implementation, functionality, and cost.A successful call recording software solution must be implemented and configured to meet the company’s needs. An important decision to consider is the choice between traditional software, which requires the purchase and installation of hardware and software, and cloud-based solutions, that are delivered as a Web-based service over the Internet. You should evaluate set-up time in the main call center and any remote locations as well as the manager and agent training time.
Functionality covers a wide range of services and capabilities such as on-demand recording, live monitoring, search and retrieval, call playback, selective recording, look-back call recording, multi-site call recording, call tagging/exporting, audit trail, PCI (News - Alert) compliant, secure access, auto-delete, file management/archiving, metrics and reporting, and administration and management.
Prior to assessing call recording software, create a list of preferences prioritized by importance to achieve call center optimization. The key to workforce management is in knowing how personnel and assets are being utilized, where they are falling short and where there is room for improvement. Monet suggests that call recording software and quality management should be the primary source for these insights.According to Monet, call recording software and other enterprise software have three major cost components to consider, including upfront cost (software, hardware, licenses, implementation and training), ongoing costs (maintenance, support and operation) and upgrade costs (new features, and updated hardware).
Edited by Carrie Schmelkin