Call Recording Featured Article
Call Recording Brings Performance Management to the Call Center
Many call centers use call recording solutions. For example, Nexidia (News - Alert) just released its latest version of Capture, which can integrate into both TDM and VoIP networks. Nexidia’s Capture solution gives call center managers unfettered access to recordings and records 100 percent of agent interactions. No specialized boards or servers are required, meaning that customers can use their own devices and machines.
However, once a product like Nexidia Capture is in place, managers still have to use the recordings to manage agent performance. Agents need to know that call recording is about more than just having Big Brother watching over their shoulder. Call recording is about helping agents to improve their job skills and to develop in their careers.
A Gallup survey that was cited by the U.S. Office of Personnel Management said that employees who were part of highly productive work groups operate under several common conditions. First, they know exactly what is expected of them every day. Second, they are given the materials that they need to do their jobs well.
People who perform well at work typically have managers who encourage their development and give them feedback on their progress. One sentence that productive employees tended to agree with stated, “In the last 7 days, I have received recognition or praise for doing good work.”
The OPM defines four distinct stages of performance management: planning, monitoring, developing and rewarding. The planning phase involves giving challenging and meaningful work assignments and telling employees exactly what is expected, whether expectations involve adherence to a script or creative problem solving.
Call recording comes into the monitoring and development stages of performance management. Managers monitor agent calls with call recording. Then, by playing back recordings and discussing them with agents, managers communicate both employees’ strengths and opportunities for development.
Development includes providing training and giving agents the opportunity to learn new skills. When agents meet their goals, then they are rewarded and given recognition for a job well done.
When call recording creates an opportunity to interact with employees in a positive way, then the tool serves as a crucial component of performance management. Jon Erzine, COO and senior VP of Nexidia, notes that Capture helps companies to record and to easily access every one of their calls.
“And when Capture is combined with Nexidia Interaction Analytics,” says Erzine, “companies have a robust solution for both quality and performance management.”
Edited by Brooke Neuman