Lucy Silvers, marketing manager, Magnetic North; lucy.silvers@magneticnorth.com
See it happen, safely and securely
COMBINING voice and screen recording has risen in importance as analysing exactly what happens during transactions has overtaken quality monitoring.
Offering a 360-degree view, it gives your managers the only way to identify how applications are actually used and spot individual training issues.
And it can uncover process weaknesses and possible changes to applications that can cut average call handle time and speed faster first call closure, which has a direct impact upon customer satisfaction.
So why are so few call centres at present using screen recording?
Part of the issue has been the cost and impact on the network, but today's screen capture solutions can be server side, low cost and low impact on the IT infrastructure.
Concerns over storage costs were valid where legacy solutions used massive AVI files to literally video the screen content, with an attendant impact on LAN bandwidth.
However, today’s products act like a digital camera. Using an initial photograph, they log — as binary data — the changes that occur, reconstructing on the fly the screen content and the mouse movements. It’s far more economical and uses dramatically less storage.
With the advent of key log indexing through screen recording, our users can now search for entered text and use this to identify trends in calls without complex and expensive integration to back office platforms.
A new twist to the screen-recording debate is the increasing importance of PCI compliance.
Some have attempted complex screen masking, where the area of the screen where customers’ card data is entered is “hashed out”. This has proved unreliable due to differing screen resolutions. The only reliable answer is to use triggers within the applications to pause and restart recording.
Security is also important to protect the content of recordings, both voice and screen. Modern solutions enable customers to benefit from 128 bit SSL encrypted recording and data transfer sessions by default.
With security and internet standards comes the ability to host screen recording in the cloud.
With major internet storage solutions now proven by the likes of Amazon S3, call centre services really are starting to migrate to cloud computing, hosted solutions.
Our network-based product now provides customers with all sizes of call centre with a reliable scalable and secure hosted solution, enabling home workers, distributed call centres and multimedia centres to all benefit from total voice and screen recording with analytics and secure access anywhere web client.
This is really kick-starting the growth of voice and screen recording for those companies for whom previously it was just too much of a headache and a pain in the wallet.