Call Recording Featured Article

The proliferation of high-speed smartphones, tablets, laptops, cameras and other gadgets is only the front line of how far technology has come over the years. Enterprises are embracing technological innovations and applying them to their networks and workforce to improve employee productivity, boost revenue and improve customer experiences. While many may believe it’s the organizations that have to keep up with technology, on the flip side, there are companies that are growing so rapidly they demand technology keep up with them.

Meet The Results Companies (News - Alert), a full-service call center technology provider that supplies a variety of customer experience management services through 4,400 agents via phone, e-mail, Web chat and social media to a client base that includes many Fortune 500 consumer brands. The company was recently recognized as the “Fastest Growing BPO Company of the Year” in the Philippines by IC, and to keep up with its growth and operations across more than 13 locations, The Results Companies needed a wide-ranging, highly scalable call recording technology.

Call recording solutions are extremely beneficial to contact centers because they help analyze interactions and therefore improve future customer calls. Call recording helps train agents, giving them an opportunity to hear firsthand what they can expect and how to approach different situations, and it helps managers pinpoint trends in customer calls, which can help identify pain points on a company’s website or IVR system, improving the overall customer experience.

The Results Companies deployed CSI’s Virtual Observer for workforce optimization across its Avaya (News - Alert) landscape. The most important factor to consider was scalability; The Results Companies needed to be assured the Virtual Observer environment could continue to grow alongside The Results Companies’ growing business needs. Today, Virtual Observer continues to rise to the occasion as it quickly processes more than 200,000 calls per day.

The Results Companies selected the features and functionality from Virtual Observer that worked for them, which included:

VO Live feature set, which helps contact center supervisors effectively manage and assist agents using real-time screen activity to monitor performance and live supervisor-agent chat functionality to deliver on-the-spot guidance;

VO Logger, which records and stores The Results Companies’ call center activity;

Post-Call Survey module, which provides immediate polling of customer clients to more accurately assess contact center performance;

E-Learning module, which enables The Results Companies to more quickly and efficiently train new agents as well as provide advanced training to agents based upon scoring;

Auto-Archiving module, which automates the call storage function, which The Results Companies found to be a critical tool during its rapid expansion into new locations.

“Of course, there have been some recent issues that we have overcome. With their call volume, it was taking almost 20 hours to purge a day's worth of the oldest recordings from the online storage. We were on the verge of not being able to delete them as fast as they were coming in. We worked together and analyzed the SQL and improved the performance by more than 50 percent. The system can now perform the necessary purge in less than eight hours,” said Vic Favara, a technical systems analyst for CSI (News - Alert), in a statement.

Virtual Observer's core feature set includes all necessary call recording and quality monitoring components needed to help call centers reach their performance targets and turn recorded calls into valuable assets. In addition to the features The Results Companies utilized, Virtual Observer also offers  dashboard analytics, integrated evaluation and system security, media encryption and auditing, multichannel interactions capabilities, PCI (News - Alert) compliance APIs and screen capture, providing a comprehensive workforce management solution for any contact center.

“They’ve virtualized much of the environment and have also customized the DMCC recording services to a degree unlike anything else the market has to offer,” said Brian Yarab, IT administrator for The Results Companies.

Virtual Observer is also highly secure. It automatically encrypts calls, and gives The Results Companies control over who can see what recordings, which is critical in a multi-client environment. Virtual Observer also accounts for the occasional hardware or other failures, allowing The Results Companies time to recover until it can get back to normal operations.

“CSI has responded to every request we have made over the years in a timely manner to accommodate all of our needs as a growing company,” added Yarab. “Expectations are higher than ever. Being able to pull and listen to any recording by any call center agent has helped our trainers to constantly evaluate and improve on our customer service skills.”

To learn more, visit www.csiworld.com