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Quality Management

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

Call Monitoring Collects Critical Data About Your Agents – and Your Customers

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As the value of data continues to rise, more and more companies are recognizing the importance of their call centers, and are increasing their investments in technology and infrastructure so these call centers can continue to learn more about their customers. 

At the same time, it has become obvious that as much as we rely on technology to collect and analyze data, it’s still the agent that is on the front line of customer communication, and plays a critical role in that data gathering process. Great technology without great agents is not an effective recipe for success – and neither are great agents without great technology. 

How can you make sure your workforce management solution is getting the job done, while also making sure your agents are delivering the type of service your customers expect?

The answer is call monitoring. 

The primary function of call monitoring software is to capture and store every (or selected) call center transaction, and to provide insights based on the information compiled in these calls (on such topics as length of call and outcome of customer engagement). Data should be organized and stored in a manner that makes it easy for management to retrieve and review individual calls based on specific criteria, including phone number, agent, date and time of day.

There are several features call centers should expect from a call center recording system, including on-demand recording, selective recording, filtering and auto-delete. Affordability, ease of set-up and training, and security should also be factors in product selection. Some means of call recording is also now essential to demonstrate adherence to industry regulations and policies.

With call monitoring you will always be able to track agent performance, and use that knowledge to improve productivity through coaching and training opportunities.

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