Call Center Management: VoIP's Role in the Call Center

VoIP isn’t just for making cheaper calls. It’s a well known fact in the communications space that VoIP, or voice over Internet protocol, comes with its many benefits, including a host of features and yes, a cheaper bill at the end of the month. In call center management, VoIP has an integral role when it comes to what call center managers rely on for quality control, and that is call recording.

Monet Software recently highlighted VoIP call recording and its role in call center management. According to the call center management solutions provider, it can get pretty technical when breaking down VoIP call recording, but knowing how it works is essential to proper call center management.

With VoIP call recording, there are three different kinds: trunk side, station side and random sampling. Knowing what to pick depends on what you need it for when it comes to call center management. For example, a call center manager would choose random sampling if he or she had 300 agents to monitor, and from there a schedule can be created to record a certain amount of agents per month. With trunk side recording, calls can be recorded without investing in a record channel for each phone. Station side is a little bit trickier, as it requires the ability of the recorder to interface to the existing digital phones.

VoIP has always been a good choice for businesses who have a lot going on with their communications. Whether it’s a single building, or connecting multiple locations, VoIP can come as integrated as necessary, all depending on call center management needs.

The modern-day call center is a business imperative, offering services such as order collection, telemessaging and customer-service support from representatives that speak several languages. A call center agent’s duties have also evolved from fielding phone calls to handling email and online communications. With the need for all of these technologies, call center management no doubt relies on VoIP and all of its features.

When it comes to call center management, VoIP call recording ensures that agents have the information, skills, attitude and motivation to satisfy customer needs. Recorded monitoring supplies a valuable source of information to measure compliance, resolve conflict and evaluate training effectiveness, which, in turn, results in efficient call center management.

Edited by Amanda Ciccatelli