Workforce Management

Workforce Management Feature Article

March 06, 2013

Why Call Center Management Benefits from Call Recording

By Susan J. Campbell, TMCnet Contributing Editor

Customer interactions can play a large part in satisfaction. Whether that satisfaction is on the part of the customer, the agent or the company, the interaction that achieves satisfaction for all three is a quality engagement. Once achieved, it can be difficult to duplicate. Fortunately, call center management can employ call recording software to help.

The recorded call can be used in future training sessions, demonstrating to agents in training exactly the type of quality interactions expected when they are on the phones. The poorly performed call can also be recorded to demonstrate what NOT to do. For those call centers operating in regulated industries, call recording ensures they maintain records for auditing purposes.

The message played at the beginning of a call center call generally alerts the caller to the chance of recording the call for training or quality purposes. So common is this approach that customers generally assume they will be recorded at all times. Such recordings can be critical if a dispute between the company and the customer arises, and the information mined from the interaction can serve as valuable business intelligence.

Monet Software offers call center management access to its Workforce Management (WFM) Live solution that eases the recording process, regardless of the goal. A recent company blog post includes a video that explores the ease in which the Live platform allows managers to capture, monitor, archive and manage interactions in an effort to improve customer service. This process also helps to ensure regulatory compliance with cloud-based recording initiatives.

The Web-based call monitoring solution from Monet integrates with its WFM Live program so that information on each call is captured in real-time. When using the Live interface, call center management can view a list of all interactions on the right. The displayed table shows all call information, including duration, data and time, direction, local party, remote party, tagging information and user. Each interaction can also be stored with one click.

A Search Pane on the left-hand side of the screen allows the user to search for specific calls or types of calls. This search feature can find calls that fit a certain duration, or a certain time period. Other search criteria may include the Caller ID, remote party, an agent or extension or other searchable data. With an easy retrieval process, call center management can quickly gather the calls they want to use for coaching and training purchases to improve the overall performance of the center.

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