Screen & Call Recording
- Optimizing your Workforce: Recording is just the Beginning
- Recording the Next Gen of 911
- Compliance Recording: What You Need to Know
What are the benefits of Call Center recording?
Call Centers and Contact Centers record for a variety of reasons, but the most common include:
(he said/she said)
While these may be the basis for the decision to do call recording, this recording provides a number of additional benefits. For example, think of all the marketing dollars a company may spend on focus groups, surveys and other types of business intelligence. Chances are good that the information gleaned in this way is already available to you through the everyday interactions between your agents and your customers and prospects.
If your Call Center is already recording, there are likely ways in which you can maximize the value of those recordings. But if you’re not currently recording, where do you begin?
Call Center Recording Options
There are almost as many phone switches and types of connectivity as there are Call Centers. The Call Recording Systems engineered by Sound Communications support recording for almost every type of telephony requirement:
The value of a recorded call increases exponentially when additional information is stored with the audio file. Imagine the power of having any or all of the following included in your Call Center database:
• Call Center agent activity on the desktop during the call. By viewing the
agent’s actions in conjunction with their words, you can quickly identify
training needs, processes that need refined, and coaching that needs to be
• CTI information. Our Call Center recording systems integrate with most of
the major telephone switches (Avaya, Nortel, Mitel, Cisco, Aspect and
others). This not only enables us to store CTI data (like dialed number, caller
ID, agent login, and more) with the recorded call, but also to make
recording decisions based on CTI information.
• D-Channel information. Sometimes called “poor man’s CTI”, D-channel refers
to the data channel on a digital phone set. Information passed through the
D-channel, including caller ID, dialed number, and more, typically shows up
on the LCD display of the phone.
• Agent-entered information. This functionality differs from screen recording in
that specific bits of data (like a client account number) can be stored in the
recording database of your Call Center and used for searching. Such
“tagging” of call information can either be a deliberate step by the agent, or
an automatic capture of information from other applications.
Sound Communications engineers and implements enhanced Call Centers systems with Call Recording features that can do all of the above. Most importantly, we can help you cut through the jargon and determine the features that bring maximum benefit to your organization. To get started, call us or click here to request your free demo.