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Call recording: An essential feature in VoIP call centers - TEO Technologies - ContactCenterWorld.com Blog

Call recording: An essential feature in VoIP call centers

If you have ever called customer support at a large company, you've probably heard a prompt to the effect of "this call may be recorded for quality assurance purposes." These recordings of agent-customers interactions are usually reviewed selectively to determine if the employee properly greeted the caller and offered disclaimers and upsells, if appropriate.

While call recording is common, not every company uses the collected data the same way. It's possible for the sheer number of calls on file to overwhelm a team's ability to extract any value from them. The data might sit in storage, gathering digital dust despite possibly holding valuable clues about where the organization could improve.

Getting more value from call recording with a contact center solution

Imagine looking for a needle in a haystack, but not knowing what a needle even looked like. This is essentially the predicament in front of anyone attempting to parse call records for insights that might improve productivity, if they don't have any specific key performance indicators (KPIs) in mind.

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For call centers, relevant KPIs might include:

  • Average durations of sales and non-sales calls.
  • Percentage of calls that give a busy/waiting tone.
  • First call resolution rates.

With these parameters in place, it's possible to narrow the range of recorded calls that might deserve full analysis. For example, you could zero-in on non-sales calls that lasted for more than one minute – a relatively long time, often avoided by agents who can identify callers who won't convert.

Call recording can help identify successful interactions for training purposes.

Business communications systems with custom call recording can streamline the process even further by letting you apply such filters to vast sets of recordings. That way, you're spared the trouble of randomly sorting through calls that might not shed any light on agent performance.

Outfitted with other features such as VoIP with on-demand recording (i.e., deciding which calls, outbound or inbound, to categorically record, and when to end recordings on individual calls), a unified communications (UC) contact center platform puts all the information you need for more productive operations right at your fingertips. What gains can you expect from upgrading to a UC/VoIP call center with advanced recording capabilities? A few of the biggest ones include:

1. Easier regulatory compliance

Call recording is subject to many interlocking regulations around the world. In the U.S., the Health Insurance Portability and Accountability Act (HIPAA) is one of the most prominent privacy-related laws. Its titles apply to the exchange of electronic protected health information (ePHI), including phone calls in which this data may be handled.

"Business communications systems with custom call recording let you apply search filters to vast sets of recordings."

To avoid the high costs and bureaucratic complexity of noncompliance, it's a good idea to use a call recording system built from the ground up with security in mind. Approach your VoIP system with the same seriousness you would a traditional private branch exchange, ensuring you have all relevant call records on file and protected by access controls.

2. More effective agent training

Support specialists encounter a variety of situations, from routine troubleshooting to more difficult sales/refunds transactions, each day. Thanks to call recording, you can document all of these cases and review them as necessary, both to improve training and take corrective action when necessary.

Successful calls with relatively quick resolution times can be singled out and used as models during trainings. Meanwhile, you can analyze calls in which the scripts provided to agents were ineffective and use that info to revise future prompts. Agents can also be assigned to remedial courses designed to help them close sales consistently, resolve calls more quickly, etc.

3. Future-proof infrastructure

Modern contact centers, like those available from Teo Technologies, feature highly integrated architecture combining call recording, automatic call distribution, CRM access and much more into one convenient platform. They can also be deployed in the cloud, on premises or in a hybrid setup depending on your organization's unique requirements.

The result is a future-proof solution that can be efficiently scaled, modified and maintained even as your needs evolve. A trusted, proven partner like Teo will guide you through the entire process of attaining a contact center that's right for you. Contact us today to learn more!

Source: https://www.teotech.com/research/news/call-recording-an-essential-feature-in-voip-call-centers/

Publish Date: March 5, 2018 5:00 AM


2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 



View more from TEO Technologies

Recent Blog Posts:
What to know about touchpoints: Improve the customer experienceMarch 15, 2018 5:00 AM
IP phones are key ingredients in VoIP telephony successMarch 9, 2018 5:00 AM
Call recording: An essential feature in VoIP call centersMarch 5, 2018 5:00 AM
Is it time to upgrade your UC?: Tips, considerations and best practicesFebruary 6, 2018 5:00 AM
4 ways unified communications solutions improve your cybersecurity postureJanuary 31, 2018 5:00 AM
Are chatbots necessary in UC contact centers?January 30, 2018 5:00 AM
3 features to focus on when evaluating unified communications solutionsJanuary 30, 2018 5:00 AM
Contact center modernization: The time is now January 19, 2018 5:00 AM
What to know about using instant messaging in an enterprise settingDecember 13, 2017 5:00 AM
Security Awareness: Top Threats to UC TechnologyNovember 30, 2017 5:00 AM

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