Technology Shoulders the Burden of Call Recording and Monitoring

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Technology Shoulders the Burden of Call Recording and Monitoring

May 19, 2017

We’ve all heard the mantra dozens of times when dealing with any sort of call center: “This call may be monitored or recorded for quality assurance purposes.” Given the quality of customer service at some contact centers, one wonders just how often calls are actually recorded and reviewed for quality assurance (QA). QA is of course a necessary part of contact center operations, and theoretically it’s a great idea. But how call recording and QA enforcement are handled in practice is what will really make the difference when it comes to offering a superior level of customer service and satisfaction.

In a perfect world, 100 percent of calls would be recorded, monitored and otherwise analyzed for QA purposes. Recording and monitoring all calls gives call center managers a clear picture of each agent’s performance as well as how satisfied individual customers are with their experiences. The practice will also provide valuable insight on why certain customers are dissatisfied as well as what can be done in the future to prevent negative interactions and customer churn.

This all sounds ideal, but how is it realistically possible to record, monitor and analyze 100 percent of calls flowing through busy call centers? Particularly when managers are under pressure to increase throughput and efficiency while cutting costs. CallCabinet is one company offering a solution, via its suite of cloud and premised-based call recording products.

CallCabinet works to provide workforce optimization and agent evaluation along with call recording, making its tools particularly valuable for busy call center managers attempting to retain high quality standards along with simultaneously constraining costs. The company’s Atmos solution is particularly attractive as it is offered as SaaS, using the cloud to record calls and offering call centers a pay as you go model to keep costs under control. The solution guarantees 100 percent of calls are recorded and stored securely, with easy access through a Web-based portal. Managers may access calls from any device, anywhere, making call monitoring and analysis much more accessible. Best of all, managers may easily rate QA using a simple and easily customizable GUI.

Recording and monitoring all calls and customer interactions doesn’t have to be a daunting task for busy call center managers. By taking advantage of available technology, managers can streamline the process and monitor more calls, ensuring call centers and agents are operating at peak performance.

Edited by Alicia Young

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