Call Center Scheduling Feature Article
September 18, 2012
Four Advantages of VoIP Call Recording in the Call Center
By Mae Kowalke, TMCnet Contributor
VoIP has advanced rapidly in the call center environment. One area of the call center that has benefited greatly from VoIP is call recording. With the move to an entirely digital call process, it is easier than ever to record and utilize call center interactions.
The case for a call center recording strategy has never been stronger. For call centers using VoIP, the case for call recording falls along four lines: Ease of use, customer interaction assessment, improved customer service and efficiency.
With VoIP call recording, it is now possible to record and collect all calls, even from multiple environments, and include disparate data sources along with the recording to make the recorded calls more useful.
With some call recording solutions, a web-based interface is provided that includes “centralized access to all recordings, as well as analysis of call volume, patterns and trends,” noted a recent post on the blog of workforce optimization software provider, Monet Software. This substantially ups the ease of use of call recordings.
Customer interaction assessment is another way that VoIP call recording makes sense.
“One of the primary objectives of call recording is to use each call as a teaching moment for agents and a learning moment for management,” Monet wrote in the blog post. Modern call recording software helps call centers find specific calls quickly, and be able to pull up calls based on date, caller, time of call, call length and other criteria.
A third way call recording helps is with improved customer service. Workload distribution and changes in best practices can be better adjusted with the call analysis that can be done from recording calls.
“Past events are also one way to determine future needs, and will help frame customer service goals and training efforts,” Monet wrote on the blog.
Finally, recording calls provides efficiency. This translates into cost savings.
The workload distribution adjustments and changes in best practices that are gleaned from call recordings up a call center’s performance, both in terms of happy customers and efficiency. This added efficiency can lead to reduced operating costs and better call center return on investment.
A call center manager’s ability to easily peek into the actual interactions, both on a micro and a macro level, give call centers with a call recording strategy a clear advantage over those that lack such analytics.
“The capabilities and versatility of the system should allow it to grow and adapt with the call center’s needs,” Monet stressed, “allowing management to be more pro-active to future challenges, rather than reacting after the fact.”
The case is clear: When it comes to VoIP and the call center, an advanced call recording solution is a no-brainer and one of the key benefits of moving from analog systems to an all-digital VoIP system.
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Edited by Amanda Ciccatelli
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