Call Recorder Versatility Test – What’s your Score?
When it comes to call recording, there are features and functionality abound, but you can only take full advantage of all of them if you have the power of versatility and customizability. Many call recording solutions do not offer customization capabilities to make the recorder work precisely how you want it to.
Let’s face it, with a fully-functioning call recorder customized to your exact specifications, you have the power to pinpoint agent performance gaps, identify potential compliance infractions, rescue at-risk customers, uncover workflow problems, and so much more. However, with a rigid call recorder, you may only be scratching the surface with regard to your call recording potential.
When assessing the versatility level of your call recording software, there are several variables/areas to consider. But first, let’s establish a grading system so you can measure the versatility of your call recording system. Using a scale of 1-10, one means you have virtually no capabilities in the particular area, while 10 means you meet that criteria perfectly.
Versatility in terms of the types of data that can be culled, combined and mined can lead to a new level of intelligence gathering, and subsequently, dramatic enhancements in service and sales performance. Many contact centers today utilize a combination of landlines, VoiP, chat and even Skype for Business when communicating with customers. If your recording software was only capable of capturing a fraction of these modalities, you would only see a sliver of the full picture regarding customer service performance, agent workflow optimization or sales conversion success.
Therefore, imagine the value in recording landline, VoIP, mobile, Skype, and even Office 365 all on the same system.
Rate your recorder on its “data acquisition” versatility → [1 2 3 4 5 6 7 8 9 10]
Suppose you run a large, multi-site contact center all using Avaya VoIP. Now, suppose your organization just acquired another firm and it has contact centers running Cisco TDM. Without the flexibility to centrally capture, mine and replay interactions across both telephony environments, you are left without a unified measure of your service performance, your compliance adherence, order verification, and so on. To say the least, this disconnect would lead to significant redundancies and manual workarounds in order to pull interactions from the varying PBX centers into a single view for monitoring and reporting purposes. And redundancies and workarounds equate to allocating time, staff and money you don’t have or want to part with.
Rate your recorder on its “system interoperability” versatility → [1 2 3 4 5 6 7 8 9 10]
When it comes to your customer interactions, your agents are trying to sell your products/ services and support your customers’ needs - two critical functions in your business. Therefore, the performance and reporting data you yield from the interactions can provide a wealth of intelligence into areas such as where to invest more resources, where to take corrective action, etc. What is needed in order to garner the most telling insight is a solution that enables you to…
With the right level of versatility to support your very specific reporting needs, you can gain valuable business intelligence into the operation and performance of your organization, make the most informed decisions based on accurate, easy-to-discern information; improve agent performance using the most accurate and telling metrics, and identify business trends and proactively take advance of opportunities.
Rate your recorder on its “reporting” versatility → [1 2 3 4 5 6 7 8 9 10]
Your interaction recordings can not only yield significant intelligence, but they can also provide a safety net for disputes and/or compliance issues. Therefore, you want to be able to store your
recordings wherever you need them, for easy and ready access. This could be your corporate
NAS or SAN or online through Azure, Amazon Storage Services, etc. The point is, as a company, you likely store your critical files and data someplace, and you want the ability to also keep your important interaction recordings in the very same location, whatever storage solution/environment you are using.
Rate your recorder on its “storage” versatility → [1 2 3 4 5 6 7 8 9 10]
Your interaction recordings can contain all sorts of sensitive information, including account numbers, social security numbers, passcodes and so on. You do not want every agent or supervisor to be able to access every recording. This would be madness and very difficult to manage in terms of potential data breaches or misuse of personal information.
What makes the most sense here is extreme granularity and simplicity in how you allocate access to your recordings. You may want to restrict staff based on the team they work for, or their quality scores, or based on the time of day, customer ID, purchase amount, whether a credit card number was captured and so on. The point here is you need versatility in terms of how you appropriate access to your precious recordings. The more variables the better in terms of permission levels.
Rate your recorder on its “system interoperability” versatility → [1 2 3 4 5 6 7 8 9 10]
RATING YOUR SCORE:
After counting up all of your scores, you should come up with a number between 5 and 50. Now, see where your score falls below:
Publish Date: June 8, 2018 5:00 AM
|1.)||Call Center Masters|
Giving consulting services to call centers
|2.)||CC-CMM Certification Institute|
Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
Call Centers, Contact Centers and Cloud Solutions Consultancies
|5.)||Customer Support Asia|
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
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We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
PH: +1 919 446 5114
Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.
Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
PH: +61 3 9008 7287
|7.)||ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)|
Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations
PH: (416) 498-9440
|8.)||Lieber & Associates|
Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
PH: 08450 569800
|10.)||Outsourcing Solutions Europe|
Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers
|11.)||PCA Advisors Ltd|
Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.
Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books, and blog posts.
We can help You boost Your business results by:
- Building or developing high performing multi-channel customer care operations
- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions
- Developing Your teams' skills to excel front and back-office operations and Customer relations
- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach
- We will help You manage challenges and risks when changes affect people, operations and technology.
PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.
|15.)||SCC Services Group|
Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.
Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.
Our consulting practice puts emphasis on:
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- Human Capital Management
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- Sales and Customer Care Tra...
|16.)||The Taylor Reach Group|
Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
|17.)||Triad Services |
Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
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