TMCnet Feature
October 07, 2022

6 Benefits of Screen Recording for Contact Centers



Screen recording involves capturing the screen of a contact center agent in a video form that’s synchronized with audio recordings to audit, track, and monitor the agent’s performance. With a call center screen recording solution, you can convert your customer support conversations into an invaluable source of insights that can help drive new product development, identify crucial concerns, and improve customer experience.



Continuous business growth results in a growing volume of conversations, making it extremely hard to capture valuable insights every call. Nevertheless, call center screen recording enables you to monitor the contact center customer interactions practically and in a way that helps you maintain compliance. Here are six benefits of screen recording for contact centers.

1.It gives a complete picture of every support conversation

Call center screen recording for agents offers a structure for contact center managers to spot process enhancement opportunities while accurately monitoring process adherence. Pairing screen recording with call recording gives you a complete picture of your employees’ performance. The session playbacks clearly show customer-contact center agent experience, resulting in more effective agent training, growth, and retention. This will ensure better support and improve customer experience.

2.Reduces legal risks

It's important for contact center agents to ensure clear, accurate, and timely legal disclosures in each conversation. This keeps customers and prospects informed while reducing your company's legal liability. With screen recording, contact center managers can ascertain that these essential business requirements, including communication of legal statements and acquiring consent, are consistently met and in accordance with brand standards. You can take it a notch higher by combining screen capture with speech analytics to get instant notifications where these requirements aren’t met and take the necessary action promptly.

3.Access data-backed insights

Call center screen recording software allows you total visibility into customer–agent interactions, providing invaluable data insights. Analyzing each phone call and the corresponding screen activity helps you learn collective trends and individual conversations, providing transformative business insights.

These may include identifying a constant customer pain point that discloses an unknown user experience issue or spotting frequently requested features that result in new product development. These data insights can drive great business gains, such as revenue growth, product innovations, and higher customer satisfaction rating.

4.Ensures HIPAA and PCI (News - Alert) compliance

It's paramount for any business that handles sensitive personal information to ensure confidentiality and PCI and HIPAA compliance. These policies require companies to protect sensitive customer data from cyber criminals and misuse. The ideal screen recording software can help your business remain HIPAA and PCI-compliant.

5.Enhances employee training

Since screen recording gives you a complete picture of your agents' performance, you can see how they work and use the company software to identify their strengths, weaknesses, and areas of improvement. During performance reviews and training, you can play back the synchronized PC video and phone call recordings to let your staff review their own performance. This can help you find ways to enhance customer interactions for better performance and improved customer service.

6.Saves content for future reference

The right screen recording software allows you to save your agent-customer interactions for future reference. This makes it easier to resolve any conflicts that may arise in the future due to miscommunication or misinterpretation of information.

Endnote

Screen recording software is an invaluable asset for call centers. Consider investing in agent screen recording for contact centers to enjoy these benefits.



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