Benefits of Call Center Recording
Call Centers and Contact Centers record calls and screen communication for a variety of reasons, and here are a few common benefits:
- Call recording helps to ensure that agents adhere to Compliance regulations or laws (HIPAA, Sarbannes-Oxley, NERC, etc.)
- Call recording can improve the customer experience through quality monitoring
- Call recording can protect an organization’s exposure to financial or other liability (he said/she said)
While these may be the basis for the decision to do call recording, this recording provides a number of additional benefits. Many companies spend their marketing budget on focus groups, surveys and other types of business intellighence. This same information can be gleaned via call recording in your everyday interactions between your call agents, your customer and your prospects.
If your Call Center is already recording, there are many ways in which you can maximize and leverage the value of those recordings. If you’re not currently not recording in your Call Center, here is where to begin.
Call Center Recording Options
There are as many phone switches and types of connectivity as there are Call Centers. The Call Recording Systems engineered by Sound Communications support recording for almost every type of telephony requirement:
- Analog telephones and trunks
- Digital telephone sets
- T1/E1 trunks
- VoIP interception or delivery
- User-initiated recording (aka record-on-demand)
The value of a call recording increases exponentially when additional information is stored with the audio file. You can have any or all of the following included in your Call Center database:
- Call Center agent activity on the desktop during the call. By viewing the agent’s actions in conjunction with their words, you can quickly identify training needs, processes that need refined, and coaching that needs to be delivered.
- CTI information. Our Call Center recording systems integrate with most of the major telephone switches (Avaya, Nortel, Mitel, Cisco, Aspect and others). This not only enables us to store CTI data (like dialed number, caller ID, agent login, and more) with the recorded call, but also to make recording decisions based on CTI information.
- D-Channel information. Sometimes called “poor man’s CTI”, D-channel refers to the data channel on a digital phone set. Information passed through the D-channel, including caller ID, dialed number, and more, typically shows up on the LCD display of the phone.
- Agent-entered information. This functionality differs from screen recording in that specific bits of data (like a client account number) can be stored in the recording database of your Call Center and used for searching. Such “tagging” of call information can either be a deliberate step by the agent, or an automatic capture of information from other applications.
Sound Communications engineers and implements enhanced Call Centers systems with Call Recording features that can do all of the above. Most importantly, we can help you cut through the jargon and determine the features that bring maximum benefit to your organization. To get started, call us or click here to request your free demo.