VoIP Call Recording Keeps the Call Center Efficient
A call center is a bit like a clock: countless moving parts working together, and if one of them fails, the whole clock stops working. Anyone who has ever worked in call center management knows this: the phone system; the hiring, recruiting and training program; the workforce management solution; the call queues; the e-mail system; the necessity of keeping to key performance indicators (KPIs) and internal metrics; the call recording system and countless other elements need to work as expected, or the system will break down and processes will slow or stop, leaving calls and other communications media backing up to critical levels.
When VOIP call recording was first introduced, it was utilized almost exclusively by the largest corporations and call centers. However, as technology has improved with the introduction of cloud-based solutions, and costs have decreased, VOIP recording software is now an affordable business application for call centers of every size, wrote workforce optimization company Monet Software in a blog post last week.
It's easy to install. The addition of or transition to cloud-based VoIP call recording can be implemented quickly and easily, especially compared to the original installation of a PBX (News - Alert) call recording solution, which took weeks or months and inconvenienced or shut down the call center.
VoIP isn't just for making cheaper calls. It's a well known fact in the communications space that VoIP, or voice over Internet protocol, comes with its many benefits, including a host of features and yes, a cheaper bill at the end of the month. In call center management, VoIP has an integral role when it comes to what call center managers rely on for quality control, and that is call recording.
Monet Software recently highlighted VoIP call recording and its role in call center management. According to the call center management solutions provider, it can get pretty technical when breaking down VoIP call recording, but knowing how it works is essential to proper call center management.
With VoIP call recording, there are three different kinds: trunk side, station side and random sampling. Knowing what to pick depends on what you need it for when it comes to call center management. For example, a call center manager would choose random sampling if he or she had 300 agents to monitor, and from there a schedule can be created to record a certain amount of agents per month. With trunk side recording, calls can be recorded without investing in a record channel for each phone. Station side is a little bit trickier, as it requires the ability of the recorder to interface to the existing digital phones.
VoIP has always been a good choice for businesses who have a lot going on with their communications. Whether it's a single building, or connecting multiple locations, VoIP can come as integrated as necessary, all depending on call center management needs.
Call center software has come a long way. Once upon a time, it did very little. It allowed you to keep track of your agents' schedules, it let you know how big your queues were, and it let you know weeks after the fact where you went wrong.
Today, you can find call center software that does a little bit of everything. Sometimes, a little bit too much of everything, resulting in a confusing, patchwork of functionality that you neither need nor want. It litters up your agents desktops, it adds complexity to your training process that keeps your agents permanently confused, and it gives your IT department a migraine headache. In the confusion, it's easy to lose track of the types of call center software you really need so you can help pare out the rest.
Customer communications tracking. When your customers call, you need to know who they are. You need to know who they've been to your company in the past, and you need a heads-up on why they are probably calling. The critical point is that this tracking solution must be fully multimedia, and allow you to track everything from phone calls to social media posts.
Ideally, a call center solution may be able to offer all of these features in the same package, be easy to use, easy to interpret, and easy to deliver to agents' desktops. Today's call center software solutions have come a long way from days past, and multiple delivery options mean that you can often configure your call center software solution to meet your needs precisely.