Look at more than recording and see the results

CALL recording has been invaluable for call centres for well over two decades — helping meet regulatory requirements, mitigate risks and capture customer feedback to improve future performance.  In today’s more advanced multi-functional and multi-channel centres, however, call recording is rarely viewed in isolation.

More often than not, it is viewed in the broader context of quality management.  It means looking beyond the selective recording of calls to the recording of ALL customer contacts (e.g. by phone, email, SMS, etc.), capturing agent screen information relevant to those contacts and real-time analysis of that data.

Armed with this information and analysis, you are able to meet regulatory requirements and mitigate risks as well as evaluate performance and provide detailed insights into both business issues and agent performance.

With companies increasingly recognising the value in quality management, it is common to find its capabilities used alongside workforce optimisation to power leading unified communications (UC) applications.

For example, our Productive Workforce UC application combines quality management with workforce management and performance management capabilities to help call centres optimise resource utilisation, adopt a continuous improvement culture, and motivate agents throughout their workforce lifecycle.

It’s a more unified and results-oriented approach to targeting operational objectives - with organisations using Productive Workforce finding that more motivated agents can serve more customers, reduce customer interaction costs and improve customer service, sales and collections results — delivering results straight to the bottom line. 

To improve customer satisfaction and agent performance, quality management frequently includes integrated customer surveys and robust reporting to streamline agent quality evaluations.

Reports can link to actual recordings for accurate insights into each interaction and best-in-class recordings can be stored and distributed to agents for coaching and training.  They can also provide integrated speech analytics capabilities, enabling you to automatically analyse and report on the content, context, purpose and outcome of recorded conversations to quickly identify and act on important trends.

Jenny Thornton, marketing programs manager, Northern Europe & South Africa, Aspect; marketing.uk@aspect.com