Recording Screens - Help with the Call Monitoring Process

In today's business climate almost every person who answers a phone to service the public or their customers, or uses the phone to place calls, will be operating a computer to assist them with the phone transaction.

How often have you heard "Thank you for calling. May I have your account number please?" What does the telephone representative do with that account number? Well, they look up your account of course. Where, in a filing cabinet? Not in this century. They are opening your account in their companies CRM (Customer Relationship Management) or ERP (Enterprise Resource Planning) database system, a computerized record of their relationship with you.

Therefore, what the telephone representative is saying to the caller is only half the transaction. What they are doing on their computer and how they are using the companies systems is equally as important.

How often have you heard "Please hold while I lookup your account." An ineffective CRM or ERP system could be adding minutes to every phone transaction. An effective quality monitoring solution must include the ability to capture the telephone representatives screen activity along with the phone transaction for an accurate review of the call.

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