Call Recording Solution - Help with the Call Monitoring Process
An audio recorder by itself is nothing more than a glorified tape deck. To offer value and a return on investment, the complete call recording solution should be compiled into 6 main elements that define the solution:
Audio Recording
Screen Recording
Data Capture
Agent Evaluation
Content Delivery & e-Learning
Performance & Data Reporting
Your reasons for implementing a call recording and quality monitoring program will define which, if not all, of these elements are necessary to satisfy your goals. In some cases you may need to simply capture every phone transaction and catalog it for later retrieval. In other cases you may need to watch the agents screen activity at the same time you're reviewing the audio to determine productivity and efficiency metrics. In any case, a simple audio recording is usually not enough.
The audio itself is useless unless someone knows "Who" was recorded, "When" they were recorded and "Why" they were recorded. And most importantly that someone must be able to find, load, replay, evaluate and deliver the audio fast and efficiently. In order to provide these capabilities you should capture more than audio. You should capture enterprise information relating to that audio and link it to the audio for later searching, sorting, playback and review. Knowing which customer is calling, or was called, which account number relates to this transaction, which work order number, claim number or other piece of information matches the inquiry will make finding or grouping this information easier. You should also capture Screen Activity to see what your agents or employees are doing on their desktop at the time they are fielding the phone transaction. This information is important for evaluating the effectiveness of your internal systems as they relate to the flow of the phone transaction.
Once you've captured audio, screens and enterprise data you must put them to work for you. You must learn from this material. Evaluation Scoring Sessions allow you to test, train and retest your agents and employees for performance and efficiency gains. By using Content Delivery & e-Learning you can automatically deliver the recorded material, with the corresponding evaluation outcome and the recommended training materials, to the agent for their own evaluation and review. Performance and Data reporting allows you to see your inefficiencies in performance and cost, and improve upon these short comings. All of which together encompass a value that will yield a return on investment in a short period of time.
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