April 2, 2013 @ 1:51 AM

Call Recording Series Part III: Call Recording Technology

By Gregory J. Robb, Research Assistant, Applied Business Technologies, LLC.


In Part Two of the series, we explored how change has fused people with technology in the 21st-Century call center.

Increasingly, people must empower themselves with technology in order to gain competitive advantage. Call center technology is advancing in leaps and bounds, along with consumer gadgetry. In modern call centers, Quality Assurance is gauged by software-driven telephony Call Recording tools. Screen Recording provides real-time accountability, while Speech Analytics acts as a data mine of commercial opportunity. When productivity and profit are on the line, Call Recording technology makes a world of difference.


The Many Purposes of Call Recording


Call Recording serves a wider array of call center purposes than in the past. In addition to logging customer calls for security or compliance purposes, managers utilize call recording for spot-training. They may help customer service representatives (CSRs) who may be struggling to resolve the caller’s issue. Also, technology makes it much easier to sift through CSR-customer interactions to build training scenarios for call center recruits.


As Call Recording provides more in-depth information, call center managers are better able to enhance customer service. In fact, business intelligence (BI) produced by call recording often pays for itself within months due to enhanced call center productivity.


Inside Screen Recording


Call center screen recording is a visual version of the old call center voice logs, except better. Screen recording permits supervisors to monitor the on-screen activities of customer service representatives (CSRs), which is gaining relevance as consumers contact call centers via mobile means, such as email or live chat. In other words, call center agents type much while they talk to clients. Screen recording is an important way for managers to monitor employees. Naturally, call centers can configure screen recording software manually or by predefined criteria.


In a visual age, call centers visualize more.


Inside Speech Analytics


Imagine being able to sift out routine language in order to isolate key words and phrases which define customer satisfaction: Speech Analytics.


Envision the opportunity to build call center productivity statistics by automation: Speech Analytics.


Picture a room full of customers, in which you possess a way to read their call center needs. All you have to do is the reading: that’s Speech Analytics.


Technically, Speech Analytics is code for automated customer interaction analysis. It represents an interesting dichotomy. On the one hand, SA is the ultimate dealer in hard, cold data. Yet, that data is precisely the customer-contact center interaction which can reveal future revenue growth opportunities.


If the machine is an extension of humanity, Speech Analytics is a progressive way to enhance Quality Assurance. It provides a data mine of invaluable business intelligence, and it reduces call center costs.


The Digital World


The ingredients of Quality Assurance are logged by digital means. So, call centers can satisfy customer needs while protecting security, complying with industry standards, identifying new commercial potential and reducing call center costs. The digital era is key to understanding the future paradigms of successful business.


Stay tuned for the conclusion of our series on Call Recording.

Call Recording

Call Recording, The Early Days

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