Call Recording Week in Review
This week in the call recording industry, customer service reigned supreme as a top-of-mind concern for companies big and small, and news from the call recording sector reflected this. It’s no surprise that the customer experience is becoming an increasingly important focus for companies; in a tenuous economy, keeping customers happy means ensuring that they will continue to do business with you.
Companies using VoIP call recording automatically have a clear path to identifying the source of negative customer interactions so that the issue can be corrected. And considering that it can take up to 12 positive interactions to fix just one negative encounter, the contact center has a lot to do to fix what went wrong. The data captured through call recording provides organizations with a valuable resource for making positive changes moving forward—data on negative interactions can help a company improve its procedures, and positive data can help tell a company what it’s doing right and should continue to pursue in terms of service.
For mobile workers who want to record business calls from their smartphones, BlackBerry has you covered. The BlackBerry app known as “Phone Tap,” released by the developer of Hub++, has been around for a while, but now it has been updated for what BlackBerry calls “headless support” on the recently available OS 10.2.1. Essentially, what this means is that Phone Tap users will no longer need to open up the app or keep it running in the background, draining battery life, in order to be able to record a call. Instead, the app will be triggered automatically when a business call is initiated or received, recording the call for the user without needing to be told to do so.
Call recording obviously plays a very important role in monitoring and improving customer service, but not to be forgotten in this process is speech analytics software. Call recording coupled with analytics is critical, according to a recent article on the U.K. site Call Centre Helper by Sean Murphy, director of product marketing at Genesys. Essentially, speech analytics is a way of keeping an eye and an ear on contact center operations at all times, ensuring that nothing goes unobserved or uncorrected, and that weaker agents can either be coached to improve or removed before they can drag contact center quality down.
And on the compliance front, call recording can be a highly useful but tricky tool to implement properly. The idea of call recording is generally used for quality assurance and training purposes. But in a financial capacity, it must also be used to ensure the proper processes are being followed to protect customers’ money and sensitive information. And that’s where things become complicated – the calls need to be recorded to ensure compliance, yet certain information on the call can’t be recorded, such as Social Security IDs or credit card numbers. Thankfully, a cloud-based solution designed specifically for the PCI environment can streamline this process and keep the contact center in compliance without creating extra work—such as agents having to manually stop and start recording during calls to leave out private information.It’s been a busy week in the call recording space, and if these highlighted news items from the past week are any indication, there is plenty to discuss. Be sure to check back here regularly for all the latest call recording industry news.