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Quality Management

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

Call Recording and Monitoring Software: The Three Top Benefits

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We have described the numerous benefits of call center call recording software in previous blogs and throughout the content of our website. But for those who prefer reading the executive summary to the full report, here, in brief, are the three most significant benefits provided by call recording software. 

1. Training
There is no better way to help call center agents review their job performance and improve customer interaction than analyzing recorded calls. While a manager could certainly monitor an agent’s performance in person, there’s no way of knowing whether those customer interactions are conducted the same way when no one else is looking. Each recorded call is an opportunity to discuss what was done right, and what could be improved upon. 

2. Liability Protection
When a dispute arises, having a recording of every phone call provides specific information on what was said by each party, severely reducing the likelihood of false claims or misunderstandings.

3. Boost the Bottom Line
Improving efficiency is important – and so is improving profits. Call recording software can do both. The reports generated by a call monitoring system review such vital metrics as average revenue per call, which can be analyzed by managers and agents for ideas on how to increase that average. Customer service issues can be acknowledged and addressed more quickly, thus reducing any business loss from unhappy encounters. Likewise, improvements in customer interaction procedures can also be rapidly instituted to maximize benefits.

For more information, please watch a short video of our call recording software on our website. 

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