Digital call recording is a recording
application that intelligently monitors calls and selectively records
conversations. These recordings are made in a compresses digital format
to maximize recording storage without diminishing voice quality. This
was designed to meet the needs of small, growing customer contact
centers and official call monitoring.
As more and more business activities are conducted via Call Centres by
phone or internet it becomes imperative for organisations to be able to
document 'the advice given' or the 'sale concluded' over the telephone.
Therefore, the use of digital call recorder is increasing in all call
centers.
Benefits of Digital Call Recordings
- Focus on Call outcome & quality of Customer Experience
- Reduces uncertainties in Call Evaluation and Performance
Appraisals
- Becomes a key tool to improve relationship skills
- Eliminates Supervisor & Team leader live monitoring time
- Allows for training and improvement by example
- Taking time out of Call search and analysis
- Taking time out of handling Customer Queries
- Enhanced understanding & pride of people working in the Call
Centre
- Reduce errors of omission ? Reduces management & training
costs
- Improve speed and quality of agent training
- Improve agent skills & service quality
- Improve legal protection
- Improve compliance with government regulations
- Improve call handling procedures
- Improve employee morale and agent retention
- Enable streaming playback
- Enable live monitoring
- Simplify call handling and agent evaluation processes
- Simplify agent training procedures
- Prevent credit card fraud
- Prevent problems caused by giving or receiving inaccurate
information
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