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Quality Management

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

5 Tips To Get More From Your Call Recording Software

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Call recording software can pay significant dividends for a call center – if it is utilized correctly. These five proven best practice solutions are a great way to assure your contact center is making the most of this important investment. 

1. Define “Good Calls” and “Bad Calls”
With the call recording data you now have, it should be much easier to highlight examples of good calls and bad calls. Determine the criteria for each and create a file for both that can be consulted during the hiring and training process. 

2. Search and Tag
Effective call recording also means effective call retrieval from the server to the system, 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. Call recording should archive customer calls in a way that is logical, convenient, and compliant with any government or industry regulation on recorded calls. 

3. Agent Self-Evaluation
Call recording allows agents to review their own performances and learn from their mistakes without the involvement of a manager. The best agents will realize where they need help and make corrections before their next training session. 

4. Quality Management
By connecting call recording software to a quality management module, call centers can not only save calls but score them as well, which increases their value as a training tool. 

5. Virtualization
Today’s mobile workforce demands solutions that will maintain productivity even if management, agents and other employees are working in separate locations. Call recording software has a built-in virtualization that allows for the use of home agents, or those in other non-traditional work environments. Not only can this improve overall efficiency, it can result in increased productivity and better customer service.

For more details on this, please download our call recording whitepaper.

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