Recording systems help contact centers to measure productivity and quality on a constant basis, thereby allowing them to improve the service offered to their customers and their operational metrics.
Recording systems are widely used by call centers to keep records and obtain evidence of conversations between agents and customers, as well as to detect areas for improvement in customer interactions.
By analyzing the way customers are serviced, contact centers can determine whether they have the most suitable resources and if they’re using the tools for collecting customer information, or CRM applications, appropriately.
Some call centers that work on an outsourcing model use recordings to report their operation to the companies that hire them.
This way, they can guarantee their compliance with the terms and conditions of their business agreement regarding either inbound or outbound calls.
However, although recording systems are common resources of contact centers, some of their features are not always used to their full potential.
Monitoring and Control in Contact Centers
In outbound campaigns, monitoring is crucial to map out a contact strategy that determines factors such as:
- The best dialing practices
- Number of dedicated agents
- Dialing attempts or callbacks
- Average talking time
Inbound call traffic must also be closely supervised.
The time callers are kept waiting on the line needs to be controlled, given that it is essential to measure service levels and keep track of other parameters like:
- First-call resolution
- Answered calls
- Average answer speed
- Customer satisfaction
- Abandon rate
These are some of the metrics that can be improved through constant monitoring and a careful analysis of recordings.
Better Recordings, Improved Contact Centers
Screen recording is another functionality that helps to assess agent performance in calls, along with the service level achieved, the quality of the experience provided, and the disposition code assigned to each contact.
Recording systems for contact centers have evolved over the years and new versions with enhanced features continue to be launched.
They integrate reports and statistics that streamline data analytics.
Some of the tools included in first-class recording systems are:
- Call and screen recording
- Recordings player
- Data export
- Automatic backup of files
- Automatic deletion of files (user-configurable)
- Shout detection
- Files labeling
- Recording marks to highlight key information
- Remote access to recordings
- Audio format conversion (wav, mp3, vox, etc.)
Nuxiba developed a turnkey system with easy-deployment functionalities that record, store, and analyze all the inbound and outbound calls going through a contact center with great ease.
To learn more about recording systems, take a look at the following infographic.