Call Recording Featured Article

When it comes to call recording, OrecX officials say their OrekaQM product can help with three major areas:

Evaluate an agent's call. “Call evaluation standards can be customized to focus on key agent behaviors and activities, allowing managers to identify positive agent activities as well as specific areas needing improvement,” company officials say.

Provide specific feedback and coaching to agents. Using the OrecX approach, managers can review the call together with the agent, “highlighting actual examples from the call to illustrate key learning points,” company officials say, for more efficient coaching: “Oreka QM also allows managers to create custom coaching agreements with specific performance goals.”

Measure results over time and across multiple agents. To help with this, the Oreka QM reports provide managers with insight into performance trends and training needs. And it’s more helpful for certain situations, as company officials note, “this information is critical for informal call centers that typically do not have a high ratio of managers to agents.”

Earlier this year TMC (News - Alert) reported on another OrecX deployment with the Transportation Solutions Group, which uses custom-developed asset tracking software, integrated within a call center to provide a full service transportation brokerage that specializes in moving expedited and time-sensitive freight. Obviously, in such a business, service and capacity are an issue.

The group has about 80 employees, with 50 agents in the call center and 30 in back office, development and management. And TSG required a VoIP call recording tool that worked with both the Cisco (News - Alert) IPCC and Cisco Call Manager platforms to assist in general operations management and enhance operational metrics.

The company's call recording was driven by four primary areas. Not all companies have the same needs, of course; their four areas might not be your four areas. Theirs included risk mitigation, quality management of the customer experience, training of the call center agent and operational and performance analytics.

Oreka TR’s open source core meant that TSG could install the VoIP call recording software and test it to make sure Oreka TR could meet TSG’s needs within the Cisco call center environment: “It was simple to download and implement Oreka TR’s call recording application.During the pilot, OrecX was responsive to our requests for enhanced functionality and were able to develop these features before the pilot was completed," said Eric Rempel, Chief Information Officer.

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