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 Call recording technology can play a valuable role for businesses across a wide spectrum of industries. Sales, customer service and product support contact centers utilize call recording to promote more effective training and accountability measures. Call recording can provide greater insight into the effectiveness of marketing and sales initiatives and overall operational performance. From a risk management perspective, any business that regularly communicates with customers, clients and partners should asses and consider the risks inherent in these interactions. The ability to quickly and easily refer to the original communication via call recording makes it possible to resolve disputes and minimize liability.
Our Call Recording Solutions can address the following business needs:
- Compliance – Various regulatory bodies require recorded documentation of transactions occurring via telephone.
- Risk Management – Recordings of telephone conversations can be used to effectively reduce the risks of miscommunication.
- Process Adherence – Review recorded telephone conversations to verify compliance with defined business practices and processes.
- Personnel Development – Training programs are supported through review and evaluation of telephone calls. Our solutions provide the ability to perform live monitoring, recording, coaching, evaluating and reporting to deliver a complete personnel development program.
- Business Documentation – Add verbal communications to the list of electronic and paper communication your record and store for your customer base. Provide simple retrieval, playback and sharing of recording interactions to help prevent miscommunications.
- Collaboration – Voice documentation facilitates seamless, immediate transfer of critical business information between associates ensuring all involved parties are working from the most accurate and current information.
Benefits and Features of Call Recording Technology
Voice Call Audio and Screen Recording
- Record 100% of Call and Data Interactions – You determine what to retain, for how long and on which storage device by implementing flexble, intelligent business rules.
- Screen Capture – Record full desktop or selected portions of the screen, such as a specific area or application window. Rules for triggering a recording may include the call start or the selection of an application screen such as a CRM screen pop or an email or chat message.
- Document Sharing – Enables users to share voice documents with other people eliminating errors in recollection and transcription.
- Highlighting – Bring attention to specific portions of voice documents and tie them into comments. Eliminates the need to recipients to listen to the entire document and highlights the relavent portion that concerns the recipient.
- Commenting – Insert and associate text comments with a voice document adding supplemental information to enhance communication and efficiency
- Easy Access and Administration – Authorized users can quickly and easily access call recordings and associated data and create, review and send reports.
- Reliable Solutions – Choose from a wide variety of robust, fault-tolerant configurations for uninterrupted performance and disaster recovery.
Reporting Tools
- Easily Search, Locate, Playback and Share Recordings – Utilize fast and powerful navigation from high level overviews down to the recordings that really matter using instant searches and powerful filters.
- Easily Analyze Call Patterns – Drill through layers of information with dynamic, easy to understand reports, graphs and charts.
- Report Generation Options – Reports can be run on-demand or scheduled to run automatically
Agent Coaching and Training
- Maximize the Learning Potential of Every Agent and Supervisor - Deliver relevant, custom content just in time for new campaigns, such as training flashes, quizzes, eLearning courses, educational tips, examples of “best practices” calls, compliance bulletins and pre-shift announcements.
- Deliver Courses Based on Rules or Assignments – Business rules may be defined to trigger the delivery of training materials based on performance metrics thresholds. Leverage workforce management to to automate the delivery of training based on work and shift-schedules to maximize productive agent uptime.
- Track Learning Progress – Assessment tools enable quizzes to be easily embedded or linked to course material. Tracking capability allows managers to quickly measure if training was viewed and understood.
- Evaluate and Review Recordings – Managers can review a recording and rate the call by grading a series of pre-selected questions/criteria. Employees can also listen to and evaluate their own performance.
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