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Call Recording FEATURED ARTICLE

Versadial's VSLogger Update Means Visualization in Call Recording

October 12, 2016

Being a call center manager these days is perhaps only slightly less difficult than actually working in a call center. With so much of upper management still convinced that the operation is nothing more than a cash sink, call center managers need to prove activity in a big way in order to keep from being tossed out as a waste of resources. While we all know that call centers are worth a lot more than that, those who need to manage according to old reporting metrics will be glad for Versadial Solutions' recent 4.7.2 updated to VSLogger.

The new VSLogger update offers a complete, graphics-based view of call volume and overall activity in each day. Called “Timeline View,” this system makes it easy to see what's been done and left undone in the course of a day, making it much easier to report on as well and spot potential issues that may be involved. The system can be compiled, allowing managers to spot trends and reschedule employees accordingly to address holes in the organization or overstaffing in periods of reduced activity.

Versadial Solutions' marketing director Corey Tolmasoff offered further insight on new features, noting that there were “a ton of playback features” included in the standard media playback. Managers were now able to increase the speed of playback by 1.5 times or even two-fold, allowing managers to listen to more calls in the same space of time, while still being able to catch issues that might occur.

That's a lot of improvements in one place, and the end result is a system that works even better for its user base. Granted, that speeding-up of playback might mean an increased likelihood of error in catching issues—just think of Lucy and Ethel on that conveyor belt; the faster it goes, the more likely someone is to toss chocolates backward on the belt to buy time or stuff a few in their mouths—but if the error rates stay sufficiently low, the increased number of calls should still get more problems solved by sheer volume. Listening to 20 calls a day and missing nothing is actually a bit worse than listening to 30 calls a day and missing three problems; the perfect rate only fixes 20 problems; the imperfect rate fixes 27.

Versadial's new VSLogger solution could be a significant help, especially in an environment where call centers are still regarded as somewhat necessary cash sinks. While it may not prove as useful in the long run as some might hope—it would be better to start regarding the call center as a vital, customer-facing marketing apparatus that yields improved sales over the long term—it's still likely to be valuable on some end.




Edited by Stefania Viscusi

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