Call Center Recording Systems: A Profitable Investment | Quality Management Blog

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Quality Management

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

Call Center Recording Systems: A Profitable Investment

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Call monitoring can do more than improve call center efficiency and customer satisfaction – it can also boost profits as well. Here’s how:

Average Revenues Per Call: Call center recording software makes it easier to measure and improve the most important performance indicators, such as average revenues per call. With comprehensive records of what works and what doesn’t, training and agent-customer interaction can be adjusted accordingly to maximize these revenues based on past performances.

Reduced Paper Costs: VoIP records save space and cost over paper records, lowering the call center’s office expenses and saving a few trees as well.

Accelerating Change: By collecting and analyzing VoIP records of actual customer responses, the call center can adjust more quickly to issues as they arise and disseminate changes in tactics to agents and other key staff. When a successful new approach is discovered, it can be rapidly instituted company-wide, raising additional revenues in days, not weeks or months.

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