Call Center Scheduling Feature Article
August 30, 2012
Three Primary Call Recording Systems to Benefit Your Business
By Amanda Ciccatelli, TMCnet Web Editor
“Your call may be recorded for quality assurance” is probably a statement that sounds familiar. Most likely you have heard this if you’ve ever called a bank, credit card company or insurance company. This is known as call recording, which allows a company to record and archive calls for playback in the future. There are several uses for call recording software designed to help benefit your company.
Recording customer conversations is something that can be used to help businesses enhance training, improve customer service, increase efficiency, and confirm customer information. Call recording is often used by customer service agencies to monitor calls from their clients, letting them use the recorded calls to check the performance of employees, handle customer complaints, and track orders placed over the phone.
According a recent blog post by Monet Software, a global provider of workforce optimization solutions for small and medium sized contact centers, there are three primary types of call recording systems used by call centers: hardware devices, installed software, and cloud-based solutions. Monet has outlined each option to help you choose the right call recording system for your business.
Hardware Devices -- When call recording became a business concern, hardware devices were the first method used mainly because they were the only method available at the time.
“From the first tape recorders to answering machines, these devices were fine for recording conversations, but that was the extent of their capability,” wrote Monet.
Limited storage capacity makes them inefficient for today’s call center that receives thousands of incoming calls each day, while scalability and security create more challenges.
Installed Software -- Call recording software is a solution to many problems faced by hardware devices, particularly in scalability and storage. Call recording also provides services beyond call recording including the ability to classify calls by criteria, and quickly locate a specific call, which can be helpful when using recorded calls as training tools or for settling disputes. But, good quality call recording software can require a significant investment, and may be difficult to implement and maintain.
Cloud-based - A cloud computing model offers the advantages of call recording software without the upfront cost because as a subscription service, there is no need to invest in hardware and software. There are also additional benefits, including system flexibility. Since call monitoring data is stored in the cloud, it can easily be accessed from the office, home and even a mobile device. “Implementation is easier, and since energy usage is reduced it’s also an environmentally friendlier alternative,” wrote Monet.
Also, cloud-based solution makes is easier to deliver unified workforce optimization with integrated call recording, workforce management, quality management and performance management.
To learn more about Monet’s call recording systems, download this call recording whitepaper.
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Edited by Rich Steeves
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