Call Recording Software is Essential for your Call Center

This call recording whitepaper discusses two topics: 1. Why call recording is essential to improve interaction with customers, comply with regulations and internal policies, monitor quality of service, and gain more business insight. 2. Why call recording as part of a unified workforce optimization solution can deliver even greater benefits.

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Call Recording Software: Why It's Essential for Your Call Center

Learn why call recording software is a must‐have for your call center and how its integration with workforce management takes call center performance to a whole new level

It's common knowledge that call recording software is a powerful tool for businesses to accurately capture voice conversations with their customers. But today's call recording software is light years ahead of its original purpose of simply ensuring that customer service was being upheld to a company's standards. This whitepaper will answer two key questions: First, we will take a look at why call recording is essential for every call center, and second, how call recording as part of a unified workforce optimization solution can deliver even greater benefits.

So, let's first take a look at call recording and its benefits. Call recording is essential to improve interaction with customers, comply with regulations and internal policies, mitigate risk of litigation, monitor quality of service, identify training needs, and leverage recorded calls to gain more business insight.

Improve Service Quality

One of the most critical differences call recording software can make is improving the quality of customer service. It is impossible (and who wants to) hover over each individual agent at all times to ensure the service she's providing is up to company standards. Even if this were feasible, the discrepancy of how agents handle themselves while knowingly being monitored would be ever‐present. An agent not being able to tangibly feel her calls being monitored coupled with the fact that her calls can be analyzed at random results in a more complete assessment of typical behavior. And if a call recording program is implemented in a positive manner, agents may be inclined to better themselves in order to collectively raise a company's customer service.

Customers who call in and hear the stereotypical "your call may be recorded for quality purposes" will not feel burdened, but in fact secure in the fact that the company is looking out for both their needs and employees' best interests equally. If an issue should arise, both parties can be confident knowing that the facts can be efficiently accessed.

More Effective Training

It is always intriguing to stand and watch as someone hears her own voice via recording for the first time. No one can ever quite believe they sound as they do. With call recording, a company can take that disbelief a step further and use it for training purposes. For instance, allowing agents to hear the undesirable characteristics of their call behavior, such as one too many "ummms" or perhaps an overall unpleasant tone they had not realized they were exuding. A recording of each call ensures management and call center trainers have the means to not only measure their agents' ability to adhere to company‐approved responses, but to gauge how they're performing in terms of efficiency, courtesy, and conversational style.

By nature, the work of an agent may vary day to day. Training provided before an agent answers a call for the first time is obviously necessary, but it cannot be expected to remain sufficient for every situation an agent will face in the future. Call monitoring allows for ongoing, situation‐specific training that will guide agents through best practices for a range of customer interactions.

Recorded conversations can also be compiled into groups for training purposes. Whether the most efficient means for training practices is supplying employees with a CD of best and worst practices or publishing those practices online, call monitoring provides the freedom to train agents in the most logical way for a business.

The flexibility of call recording software also allows training to be customized to the specific needs of individual agents, making coaching sessions more efficient, focused, and productive. Maximized training time reduces costs and results in better performance and increased service levels.

Increase Productivity and Profits

With improved training comes improved service and, with improved service, it only makes sense that a boost in profits is close behind. Just as call center recording software measures the most desirable agent practices, it also makes it easy to measure and improve such indicators as revenues per call. With a compilation of what works and what doesn't, practices can be altered as needed to maximize these revenues based on past performances.

Call recording software's return on investment can come to fruition rather quickly in the form of more up‐sells, customer loyalty, repeat business, saves and new sales, less turnover, faster training cycle, and time for new hires. This quickened pace will also be noticed in the rapid transfer of knowledge, allowing call centers to alter their strategies in real‐time as their customers' input is being filtered.

Saved space due to a reduction in paper records such as written evaluations also means a call center is able to curtail office expenses—a fact that comes with the bonus of helping to preserve natural resources as well.

Ensure Compliance and Avoid Lawsuits

Compliance is an important requirement for many businesses, especially those in the financial services industry that are continuously monitored by private and government entities whose job it is to regulate the handling of private financial information.

Version 2.0 of PCI DSS went into effect on January 1, 2011. Call recording systems must be compliant with these PCI security standards to protect sensitive data in audio files and avoid costly fines. But at the same time they must also be able to capture the non‐sensitive data needed for call analysis and employee management.

Unfortunately, compliance isn't the only issue. The risk of lawsuits is ever‐present in today's business environment. At the base of many of these lawsuits is miscommunication, with no clear means for the company to defend and prove its side of the story. The simple lack of evidence can turn minor disputes into expensive lawsuits that also damage a company's reputation. Call recording software instantly provides that evidence to resolve a customer dispute before any further action needs to be taken, ultimately reducing a company's legal risks and financial exposure.

Resolve HR Issues

The ability for managers to quickly and easily evaluate call records reduces their time spent supervising agents in real‐time. Call recording systems enable fewer managers to supervise more agents than ever before, reducing costs and turnover and improving training and service quality. Managers increase the effectiveness and speed of training, reducing their stress and workload, while providing agents with up‐to‐the‐minute, meaningful feedback that results in better performance and happier employees.

Improve Customer Satisfaction

The ability to monitor, score, and dissect past and current calls gives managers more control over how their agents engage customers. Managers can monitor conversations on the spot and address any issues that may be negatively impacting performance metrics. Call recording also allows unhappy customers to be addressed immediately, before they may want to file a complaint. Best and worst practices that are evident on the spot can be quickly disseminated to the rest of the team to ensure they are either followed or avoided immediately.

Why should call recording be part of a unified workforce optimization solution?

A fully unified solution of WFM and call recording connects all aspects of forecasting, scheduling, adherence, skills, quality, metrics, and compliance to better meet customer needs and deliver more effective customer service. It helps easily identify patterns and analyze metrics at various levels for training and quality assurance purposes, and establishes quality standards and best practices.

In addition, quantitative and qualitative information can be combined for a complete assessment of contact center performance. For example, if an agent has an adherence issue, a manager can easily investigate those data using call recording to get to the root cause and develop tailored training and coaching programs to address it. Only an integrated WFO suite allows companies to "connect the dots" and quickly understand the whole picture that impacts the bottom line. Here are the key benefits of a unified solution:

  • A unified workforce optimization framework brings call center functions together in a single graphical user interface. This makes it very easy to use and share data across functions and teams.
  • Easy access to cross‐functional data helps align teams to work more effectively on common objectives, avoiding "siloed" thinking and actions. For example, with this approach the team can focus on improving call quality while also optimizing AHT.
  • Better investigative capabilities and call center insights, metrics, and alerts help make more informed and faster decisions, resulting in optimized call center performance.
  • Agent management activities can be consolidated through centralized administration. This saves time and reduces cost, avoiding siloed databases and redundant user/agent management.

Call recording as part of a unified workforce optimization solution transforms call center management from a reactive to a proactive approach. This gives call center teams the tools and insights to further increase productivity, drive customer loyalty, and increase top line revenue, operating margins, and compliance through continuous performance improvement.

Conclusion

Today's call recording software can and must exceed its original requirements. Customers expect high‐quality service every time they call, which requires better employee training and performance. Call recording software gives managers unprecedented control to improve the quality and delivery of training, all while reducing costs and boosting revenues. A unified WFO solution connects all aspects of scheduling, skills, quality, metrics, and compliance to better meet customer needs, deliver more effective customer service, and impact the bottom line.

About Monet WFO Live and Monet Record

Monet Record provides an easy and affordable web‐based solution to record, archive, and retrieve customer interactions as part of Monet's Workforce Optimization suite, Monet WFO Live. Monet's cloud‐based WFO platform efficiently and securely delivers web‐based applications at the lowest possible cost. It focuses on fast set up, low operating costs, highest security for web‐based deployment, and high performance and scalability. With Monet Record customers get all the benefits of Monet's WFO platform:

  • Affordable: Low monthly fee, minimal capital investment, no hidden costs
  • Fast set up: Get started within 30 days, easy to learn and use
  • Complete functionality: Call recording, live‐monitoring, tagging, easy retrieve/play, PCI compliance and audit trail
  • IT friendly: Secure and cloud‐based, minimal IT management
  • Proven results: Improved service levels, increased productivity and compliance

Monet Software will get you up and running fast, at a low monthly subscription and without the costly upfront investment and time consuming implementation of traditional call center software. For more information please call 1‐310‐207‐6800 or email us at info@monetsoftware.com.

Corporate website: www.monetsoftware.com

Workforce management blog: http://blog.monetsoftware.com

Call recording and monitoring blog: http://call-recording-blog.monetsoftware.com/

 
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