Call Center Management Featured Article
Call Center Recording Solutions Save Cash As Well As Agents And Customer Satisfaction
We all know why call centers use call monitoring solutions. For starters, it's the best way to protect oneself against legal challenges or compliance issues. Secondly, it's a great way to keep track of agents' performance and progress. Next, it's a useful tool when it comes to training and setting best practices. But what are some other fringe benefits of call recording software.
Can it actually save a company money?
Yes, according to a recent blog post by Monet Software, a provider of call center workforce management, call recording, quality management and performance management solutions.
For starters, call recording can help companies nail down that elusive figure that is “average revenue per call.” It's an important KPI (key performance indicator), but it can be tricky to determine. Call center recording software, says Monet, makes it easier to measure and improve average revenue per call and several other important KPIs. With comprehensive records of what works and what doesn’t, says Monet, training and agent-customer interaction can be adjusted accordingly to maximize these revenues based on past performances.
Modern call center recording solutions, many of which are built on voice over IP (VoIP) technology, can allow companies to save call recordings and reports digitally, saving both space and money over paper records, lowering the call center’s office expenses and saving a few trees as well.Finally, by collecting and analyzing VoIP records of actual customer responses, the call center can adjust more quickly to issues as they arise and disseminate changes in tactics to agents and other key staff. When a successful new approach is discovered, it can be rapidly instituted company-wide, raising additional revenues in days, not weeks or months, according to Monet.
For more information about Monet Software and its solutions, click here.
Edited by Amanda Ciccatelli