VoIP call recording can be one of the most effect tools to use within the contact center to monitor performance, provide agent feedback and apply training and coaching sessions with measureable improvements. In fact, the area of speech analytics, according to this DMG Consulting summary, the number of seats participating grew 48.4 percent from 2008 to 2009, even with the market in a deep recession.
When VoIP call recording is applied within the IP call center, there are significant and quantifiable benefits that can be delivered. These benefits have helped to propel the strong growth in speech analytics implementations. Now that this technology had entered its second generation, it is among the contact center’s most mature analytics application.
With the innovations in the
VoIP call recording space, the products have been able to become more intuitive and robust, enabling leaders in the call center and contact center space to gain a better understanding of the value their organizations bring to the entire enterprise. Now, with tie-ins to social media, the visibility of speech and text analytics is increasing.
Even with such promise, however, there are still challenges that continue to present themselves in this space on a consistent basis. One main challenge for the contact center or call center has always been to make the information captured in VoIP call recording actionable for the center, marketing, sales, operations and the extended enterprise. The information captured in these recording sessions is extremely valuable, but only if it can be captured properly and used for the betterment of the organization.
At the same time, the
VoIP call recording applications also have to enable customers to address the challenge of multi-channel analytics and vendors need to reduce the time and cost of implementations across the board. The benefits do present strong value propositions for those call center leaders debating whether or not they should make the move, and the benefits associated with cost and performance improvements are likely to spur action.
Even with challenges in the overall market, VoIP call recording still proves to be an effective way to ensure agents are performing as expected, sales opportunities are being realized, disputes over conversations can be put to rest and training opportunities can be captured. In fact, it is proven that if an agent knows that they may be monitored on a call, they are more likely to perform at a higher capacity than if they were never monitored at all.Don’t think of VoIP call recording as another way for micromanaging to take hold within the organization. Instead, view it as a tool to improve performance and deliver a better overall experience for all involved.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.Edited by Juliana Kenny