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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

"As the Call Center Manager for a growing catalog and internet company, sales call quality and customer service call quality are paramount. In our industry what separates one company from another is the level of service. We recognized that in order to raise the bar (to become the company of choice) we need to do something more, continually improve on call quality. After a lengthy due diligence we chose VO as the application to assist us in our quest to be number one. Virtual Observer has provided us with exactly what we need to guide our representatives to success. I have used several applications in my career and this system is as straightforward as you can get. The support team made training and implementation a breeze; making the bottom line cost of the entire application very affordable"

- Stephen McDevitt
Cigars International