Digital call recording is a recording
application that intelligently monitors calls and selectively records
conversations. These recordings are made in a compresses digital format
to maximize recording storage without diminishing voice quality. This
was designed to meet the needs of small, growing customer contact
centers and official call monitoring.
As more and more business activities are conducted via Call Centres by
phone or internet it becomes imperative for organisations to be able to
document 'the advice given' or the 'sale concluded' over the telephone.
Therefore, the use of digital call recorder is increasing in all call
centers.
Benefits of Digital Call Recordings
Focus on Call outcome & quality of Customer Experience
Reduces uncertainties in Call Evaluation and Performance
Appraisals
Becomes a key tool to improve relationship skills
Eliminates Supervisor & Team leader live monitoring time
Allows for training and improvement by example
Taking time out of Call search and analysis
Taking time out of handling Customer Queries
Enhanced understanding & pride of people working in the Call
Centre
Reduce errors of omission ? Reduces management & training
costs
Improve speed and quality of agent training
Improve agent skills & service quality
Improve legal protection
Improve compliance with government regulations
Improve call handling procedures
Improve employee morale and agent retention
Enable streaming playback
Enable live monitoring
Simplify call handling and agent evaluation processes
Simplify agent training procedures
Prevent credit card fraud
Prevent problems caused by giving or receiving inaccurate
information
