Connecticut-based Coordinated Systems, Inc. (CSI) is a call monitoring software development company established in 1972. Its flagship product, Virtual Observer (VO), is a call recording and quality assurance solution that empowers businesses to improve their contact center performance at a lower cost compared to competitive, name-brand systems.

TMCnet recently interviewed Rich Marcia, marketing director for Coordinated Systems, to review the different call recording methodologies used in contact centers. Specifically, we discussed the selective recording method, which enables businesses to implement a robust quality monitoring and call recording system at a lower cost.

Selective recording delivers a sampling of calls, as opposed to logging every call. Thus, as Marcia explained, it can often be implemented at a much lower price point than call logging. What follows are excerpts from the interview:

TMCnet: What is selective recording?

RM: Selective recording is a call recording process whereby a business chooses to record a sampling of calls as opposed to logging every call. Selective recording is used to record the amount of calls necessary to meet quality assurance scoring requirements. Typically, the call center manager will decide how many calls are needed per agent per month.

 

TMCnet: Why would a company chose selective recording over call logging?

RM: Often when companies need a call recording and quality monitoring software solution, they end up looking at pricier call logging solutions. Selective recording allows them to record only the number of calls they need to meet their quality goal. There are additional benefits with selective -- fewer recordings generally yield a cleaner queue of calls to evaluate and less storage space is needed. However if they also need to log calls for compliance or regulatory standards, selective recording won't really be an option. Even with a logger, though, you can use business rules and CTI (News - Alert) to make the QA process more efficient and automated, distributing QA workload to supervisors without having them trudge through every call.

 

TMCnet: Who would benefit from the selective recording option?

RM: Any business which does not currently have a call recording system but does have a quality improvement initiative. Businesses that have contemplated investing in call recording for quality assurance may be gun-shy from a cost perspective, but proceeding down the selective recording path will allow them to dive in.
 
TMCnet: How does it work?

RM: It's simply a recording methodology whereby the customer would choose the number of calls required to meet the QA demand. There is a formula which determines the number of recording channels required to deliver the desired sampling.

 

TMCnet: What about upgrading the system to a logger from random -- is it an expensive process?

RM: The transition from selective recording to call logging is relatively painless for CSI customers. Investment protection will ensure the original system purchase contributes in the discounting of the upgrade and change in recording method. There are many different reasons for change -- new phone system, new customer requirements, etc. CSI's professional services team can turn around a new server install or a system upgrade very quickly. The process can also happen remotely.

 

TMCnet: How long is the process from purchase to implementation? Is it IT intensive?

RM: Implementation can be very quick, frequently completed in less than a week. IT resources are needed to coordinate server database and telecom requirements. CSI will also request remote access to assist in installation and support. The system can be delivered turnkey as needed, reducing the IT resources required. CSI purchases and configures the server, installs Virtual Observer, and then we ship it to the customer, ready to go. After testing is complete, training will begin, and the customer will have the option of remote webinar training or onsite training. It's a solid, quick process which will not drain your internal resources.