Making Call Recording Sexy Again

Spoken | August 9, 2016

When was the last time you took a good, long look at your call recording?

Call recording technology has existed for nearly as long as call centers (decades), but functional advances have been made to its capabilities all along, so why are you not taking advantage of them by upgrading to today’s “sexier” high-tech systems? Stop using your call recording feature like you’re still in 1995 when you could be receiving a wealth of pertinent metrics—through a robust set of features—to help you power through to the 21st century of contact center effectiveness.

13929871_sSo, how do you judge whether your call recording technology is up-to-date, i.e., sexy? Ask yourself: Does it provide data on agent interactions through a third-party evaluator? Does it guarantee real-time call encryption? Finally, does it provide well-rounded recording capabilities that include IVR interactions? If you answered no to any these questions, chances are you’re still using an archaic system that’s limiting your contact center’s performance and you need to step it up to keep pace with your competitors.

If you want to get the most out of your call recording, look to a modern provider, that can do the following for your business:

Show you the whole picture Are you getting the full picture of your contact center performance from your call recording, or is it still only showing you the agent conversations the same way it did a decade ago? If your current provider’s technological restrictions are limiting the quality of your contact center’s metrics, then you need a progressive alternative right away. Choose a provider that can offer cradle-to-grave and end-to-end call recording that includes a record of IVR interactions, hold times, transfers and post-call surveys to ensure you’re getting a 360-degree view of call center exchanges.

This fully-rounded view of call center communications offers important insights you need to improve your customer service measures. For instance, maybe your IVR needs to be revised to serve customers needs more efficiently. That old school, on-premise technology can only provide the agent’s part of the interaction, but hearing a recording of a customer’s honest reaction to IVR systems and hold times can provide actionable insights that contact centers need in order to provide best-in-class services moving forward.

Robot lockProvide the highest level of security Does your current provider uniquely encrypt each live call made to your call center? Most providers don’t; it’s far more common to wait until the call is complete to initiate encryption and to leave the live call unencrypted. This leaves the live call vulnerable to hackers, so consider a solution that encrypts the live call.

Another security vulnerability is group encryption keys. These are hackers’ paradise, since hacking one encryption key provides access to a batch of dozens, hundreds or thousands of calls and the related caller data. Consider using a provider that provides a unique encryption key for each call so that a hacker cannot collectively gain access to groups of call data. This way, if a hacker gains access to your call queue, only one call would be at risk rather than your entire customer database.

Provide unbiased feedback What about after the fact? Are we just promising we’ll call our “date” and never following up? While most call centers know the importance of conducting quality reviews of five percent of calls, but with all the responsibilities on a manager’s plate, finding the time to listen to and evaluate that volume of calls is easily pushed to the bottom of the priority stack.

Consider using an unbiased, third-party service to do the heavy lifting of randomly selecting, listening to and evaluating calls to make sure quality isn’t an afterthought. A third party provider can devote time, focus and an unbiased eye to your quality evaluations and save your contact center manager’s time and resources. And while you’re at it, keep in mind that most of these quality provider can also perform one-off projects to improve your quality processes for immediate results.

So, are you going to go for “sexy”—or “just good enough”—for your call recording technology? If you want to get a leg up on your competitors, now’s the time to address the shortcomings of your call recording technology and choose a provider with future-proof solutions!

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