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Quality Management

Practical information about call center recording software, call monitoring and quality assurance for contact centers

5 Reasons You Might Need New Call Recording Software

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Chances are you already have call recording software. The question is, do you have the right call recording solution? The objective should be to provide more than an audio record of a customer conversation. This is software that should play a key role in how a contact center meets its customer service goals and how well agents perform their duties.

If a call center is struggling with any of the following situations, it’s time to look for a new call recording solution.

1. Location of Recorded Calls

Effective call recording means effective call recording and retrieval from any location. If a manager needs to locate a specific call or series of tagged calls, and the effort proves frustrating and time-consuming, the system is useless.

2. No Quality Assurance Scoring
Recorded calls should be scored for quality assurance and quality management, thus providing valuable data that can be used to improve these functions. If call recording software cannot be connected to a quality management module, these saved calls are not being used properly as a training tool.

3. Ongoing Maintenance Issues

If your call center agents have the IT department on speed dial, and they’re always in the office dealing with support or maintenance problems, it’s time to consider a change. 

4. It is Difficult to Use
Call recording should collect and archive customer calls in a way that is logical, convenient, and easy to use. If not, you may not be utilizing this capability to its full potential.

5. Integration
How well does the call recording solution work with your existing other call center tools? By integrating call recording with other tools such as workforce management (WFM) and quality management, call centers gain a unified functionality that results in greater efficiency and improved customer service.

To learn more, please watch our short call recording video demonstration.

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