Call Recording Featured Article
CSI Adds Webcam Monitoring to Its Suite of Services
When you’re on the phone with someone, do you ever get the feeling that the person on the other end isn’t paying complete attention? Maybe watching TV or playing on the computer at the same time? It’s one thing to have a friend or family member pull such a stunt, but what if it’s someone you expect to be professional and attentive, such as a call center agent?
While call recording already offers a number of ways to monitor call center agents, some behaviors are more difficult to track, such as how often an agent uses his or her smartphone while on the job. This and other activities can distract agents from their job and lead to poorer performance overall, resulting in issues including fewer calls completed per hour and not meeting adherence trends. If an agent is on his or her smartphone, there is also the concern that fraud prevention, safety and security are all potentially at risk. What if an agent uses his smartphone to take down sensitive customer information while on a call, for example?
Such customer concern led CSI (News - Alert) to develop a new addition to its Virtual Observer (VO) Live, a multi-screen monitoring service that creates a viewable matrix of agent desktops in a mission control-like interface. VO Live lets managers send instant messages to help their agents navigate applications, thus increasing workplace efficiency. Managers can also use VO Live to take control of an agent’s desktop remotely in order to assist them. The new feature, VO Live Webcam, is the first to be integrated with live screen monitoring. VO Live Webcam will enable managers and supervisors to monitor agents’ motion and activity, facial expressions, body language, behavior patterns, and even employee code of conduct and ethics compliance.
The use of webcam monitoring goes both ways, too. If a customer complains about a particular agent’s service, a manager can consult webcam playback to not only see the agent’s body language during the call in question, but also hear the agent’s tone of voice in conjunction, and make an accurate assessment of whether or not the caller’s complaints are valid. In other words, with more of the agent’s actions on record, it is easier to prove innocence in such cases. Webcam monitoring can also be used as a positive training tool to show agents how their posture and body language affects call performance.
This new webcam feature is optional for companies using VO Live, and it won’t eat up loads of network bandwidth as might be expected. VO Live Webcam uses light server-less protocols for minimal impact on servers while still offering a feature-rich service. It’s important to inform your employees if you choose to use webcam monitoring, and it would arguably make a lot of sense to opt for the feature, as it can improve agent performance and give customers greater peace of mind.
Edited by Blaise McNamee