Call Monitoring and Recording
A Beginers Guide to Voice Recording
On average 68% of customers’ first contact with any company is still via phone, according to the Gartner group. For those companies that record calls there is a wealth of information that can be extracted from these interactions.… go here>
Quality Assurance vs Contractual Recording
It should be understood from the outset that there are normally two distinct drivers for the introduction of voice recording solutions in a contact centre environment. These are legal compliance and quality control.
Legal compliance is the recording of all telephone communications where some form of contractual arrangement is in place and the recording forms part of the terms of contract.
The quality control driver allows for the contact centre management to record a representative sample of customer interactions for subsequent review. This does not normally cater for the recording of all calls, but instead focuses on recording a percentage (i.e. 1 in 10) calls for later review. The aim is to review the quality of the agent’s skills and identify any training issues required to meet desired qualitative Key Performance Indicators (KPIs).
In the NZ market, there are a number of potential call recording solutions ranging from basic to highly functional, with the capabilities normally linked to the price. Some examples include;
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