Call Center Management Featured Article
Call Center Management and the Value in Call Recording
Call recording in the call center is an important tool for call center management seeking to use past calls for training purposes or retrieve a particular call for review. Just how effective is this approach, however, if the call center receives hundreds or thousands of calls each day in multiple centers? Can calls still be retrieved quickly and deliver the same value?
According to a recent Monet Software blog, call center management truly only benefit when the call recording in place allows for speed and ease of use. The call recording system should be tested, while the vendor demonstrates how the features are implemented and used by all agents and supervisors.
In the typical scenario, according to Monet Software, the system response to a command such as, “Find John Smith’s most recent calls” should take only a few seconds to complete. If the process takes too long, and the same longer time becomes the norm, the ultimate impact on the workforce, call center management and overall productivity will be negative.
Call center management may also need to search for groups of calls or individuals based on a variety of parameters, such as date of call, duration, time or other specific customer details. With call recording software, these requests should be easy to accommodate with a particular level of speed and accuracy.
The speed and accuracy is essential within the call center environment as productivity and efficiency are essential to maintaining a low cost of operation. Call center management must be able to guide new agents in efficient processes, train current agents for improved performance and motivate the entire team to hit performance goals. If call recording software limits access or slows production, all efforts can fall short.
As a result, it’s critical for call center management to maintain high standards when interacting with vendors proposing call recording solutions. Not only should the solution should perform as promised, but the vendor must also be able to meet support and uptime expectations and guarantees. Anything that falls short limits productivity – which could be a quick death for that particular product.
In other call center management news, TMC (News - Alert) reported last week on the affordability of call center management solutions. Monet Software and the company’s workforce management solution, Monet WFO Live was recently featured in Customer Interaction Solutions magazine. This report highlighted the affordability of using Monet Software and the importance of running a tight ship when it comes to maintaining the budget and managing call center staff.
When customer care is your primary focus – demand only top performance.
Edited by Amanda Ciccatelli