Call Recording Series Conclusion: The New Call Recording Paradigm
By Gregory J. Robb, Research Assistant, Applied Business Technologies, LLC.
Our series on Call Recording reached back to the historic roots upon which the modern call center industry was built. What has changed? A lot, and a lot of it has to do with technology. Therefore, we examined the changes and the technology that drove them forward. It is safe to say, in the Information Age, that concepts such as Call Recording, Screen Recording and Speech Analytics are here to stay. However, the bottom line in modern call centers is fundamental. They must be effective, and they must be cost-effective.
Luckily, the technological era contains the tools by which call centers can embrace the new call recording paradigm. “Inefficiency” has no place in that lexicon. Rather, call centers now have the means to enhance Quality Assurance and customer satisfaction while resolving client issues more quickly. In turn, call centers are more viable in economic times. Finally, Call Recording tools – such as Screen Recording and Speech Analytics – contribute to enhanced employee retention and new commercial opportunities. Put simply, technology empowers Quality Assurance in the fast-moving electronic age.
Security
Digital Call Recording safeguards confidential client information. This is extremely important in the information-sensitive health and financial services sectors. As consumers continue to embrace mobile communications, call centers must maintain security as a form of Quality Assurance.
Regulatory Compliance
Although business is globalized, regulations are still rooted in originating countries. Thus, an American company must ensure that its India call center complies with US regulations. This need not be a barrier to business. In fact, companies can configure Call Recording data to satisfy any regulatory regime.
Training
Customer service representatives (CSRs) need to be more technologically literate in the new paradigm. They are also being asked to multi-task while producing more positive customer resolution results. Training is crucial not only for Call Recording literacy, but also for CSR training and retention.
Workforce Optimization
Call center managers are also expected to produce more with less. Screen Recording is one technological way of satisfying several managerial duties, such as CSR monitoring, scheduling, training and agent performance management. From assisting with an individual call to accessing call center productivity, Screen Recording is a manager’s tool of success.
Real-Time
Customers demand resolution in real-time, and call centers succeed or fail on that basis. Quality Assurance is going interactive. Clients dial from anywhere, customer service representatives (CSRs) live anywhere and issues must be resolved, everywhere.
Call centers engage the future by adapting in the here and now. All internal departments must be in synchronization, so they can collaborate more effectively. Quality Assurance is no longer an objective, but a requirement. Call Recording tools, such as Screen Recording and Speech Analytics – provide the roadmaps for efficient and cost-effective call centers.
The Final Word
Technological advance lowers costs. Call Recording software often produces a return-on-investment (ROI) within a year of deployment, because it creates efficiency. Consider the benefits of Call Recording technology as an investment in the future.
For more information on call recording, please visit www.appliedcorp.com.
