Call Recording Software for Unified Quality and Performance Optimization

Traditional contact center quality monitoring involves random capture of call recordings – either based on predetermined selection criteria or schedules.   We agree that it is impossible for human beings to inspect every single call; but there are two dynamics we have to consider – separating the capture method from the call selection method.  

Latest-generation call recording software allows for recording all calls first, and then a powerful rules engine is used to decide which calls to keep or inspect.   It may sound like a small nuance, but actually this type of call center recording software design approach opens the solution to become far more effective to inspect call center effectiveness.   Rather than make selections of calls for call center quality assurance based on when somebody is scheduled to be in their seat, or assuming that we are taking an X% sample of total call volume when we are not yet aware of how many calls the agent takes, or hoping that we get a sample of calls that are prime examples of effectiveness in handling high value transactions – we suggest a different approach – an approach we term precision quality monitoring.    It involves a call recoridng software designed for the capture of all calls, then determination of what to inspect based on a variety of outcomes. Outcome-based information is used to determine which calls need to be stored, which calls need to be secured in a more robust manner (i.e. for PCI and HIPAA compliance, etc.), which calls answer interesting questions about the performance of a new process, and which calls can simply be discarded.

The outcomes used to make these critical decisions are either attributes of the calls themselves, attributes of the agents fielding the calls, or simply true random samples based on any number of criteria.   When the call recording software is enhanced with desktop screen analytics, not only can the calls be tagged with extended information in a unique way, but they can also be analyzed based on the associated information and provide a roadmap for your management team to identify trends – both positive and negative - that affect performance.    This approach is revolutionary, because it breaks down barriers that have long been separating related functions.   In the old days (a couple of years ago), you would have an approach for running reports and analyzing data that flows through your call center, then you would go to another call center quality assurance system for inspecting agent performance and perhaps hunt for examples of the performance trends.   Unfortunately, using a random method based on limited agent based information meant that it was often difficult to find enough examples of the call types involved in the trend to make a legitimate operational adjustment based on the sample.  

Latest call recording software and integrated performance optimization technologies change that dynamic. The process of identifying and addressing business issues is completely unified. Now you can identify trends in interactions, both positive and negative, and then the recorded interactions become an element of the data you are reviewing.   Importantly, these latest-generation call center optimization technologies are incredibly easy to use and take the selection guesswork out of the equation. They truly automate the end-to-end quality review process, beginning with identifying the appropriate calls to inspect, serving those calls to the right person to perform the inspection in a simple “to do” list, and address the issues uncovered through a variety of action steps. 

To find out more about uncovering performance issues via intelligent recording and quality management, visit: http://www.vpi-corp.com/Call-Center-Quality-Assurance-Management-Software.asp