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Selective Recording

When your call recording need is quality driven, Virtual Observer can completely automate your call center's quality and training initiatives.

What is "Selective Recording"?

Selective Recording is an alternative to call logging. Selective, or "Random Sample" delivers a sampling of calls for you so you can conduct evaluation and scoring. For example, you could choose to record 5 calls per agent, per month. The recorded calls would then go into a queue for the supervisors to score. Selective recording can often be implemented at a much lower price point than call logging.

Why should your business choose "selective recording"?

Visually enhanced playback and integrated screen capture delivers in-depth understanding of what happened during interaction
Capture SMDR or CTI data for additional intelligence and to capture entire calls vs. "block of time" methodology
Aggressive pricing model
PBX support for a large variety of TDM/Legacy phone systems: Avaya, Cisco, NEC, Siemens, Nortel, Mitel, others

Selective recording system features:

Record every incoming and/or outgoing call
Search or browse for the calls you want to hear
Playback calls and annotate important points
Capture agent screen activity along with the call
View thumbnails of current agent screen activity
Chat with agents in real time
Utilize integrated quality assurance features to improve agent performance
Automatically run the scheduling process and avoid micro-managing every detail

DID YOU KNOW?

When other call recording vendors release new system upgrades, the cost to current customers is so large it can essentially be labeled a "re-buy". CSI offers free software updates and full version upgrades to supported customers.
CSI is proud to maintain a 97.5% customer retention rate
CSI has been in business since 1972

"Kids Doc at Children’s Memorial Hospital, Chicago installed Virtual Observer in June 2007. We monitor all incoming and outgoing calls for 40 agents. By recording all calls and auditing data and productivity reports for each team, individual registrar and nurse managers can determine how to reduce hold times, transfer fewer calls and provide more callers with what they need with just one call. This tool also improves management’s ability to train and coach staff to enhance the customer experience. The call center uses internally designed evaluation templates to measure quality, accuracy and completeness of contact with families"

- Tobey Aronsohn
Childrens Memorial Hospital