Call Recording and Quality Monitoring (QM) technology can play a valuable role for businesses across a wide spectrum of industries. Any business that regularly communicates with their customers should proactively manage the risks inherent in these interactions by using a Call Recording system. Additionally, Call Recording can be used to promote Quality Assurance.
Call Recording systems provide fast and efficient solutions for the capture, storage, retrieval, and analysis of interactions. Recording allows for organizations to verify information, satisfy compliance requirements, protect against liabilities, and engage in advanced QM programs.
The voice of the customer is one of the most powerful and underutilized resources available to an organization. Traditional QM approaches only analyze a small segment of their customer interactions, thus limiting their effectiveness and operational performance.
Our customized solutions allow users to improve call evaluation techniques with quick and easy reports, as well as efficiently develop training and coaching programs tailored to results or issues discovered. Managers can motivate, evaluate, correct, encourage, and support their staff.
The impact of developing these formal QM programs is tremendous:
- Increased first-call resolution
- Improved staff performance
- Increased agent retention
- Reduced handling time
- Increased frequency of cross-selling and up-selling
- Increased overall bottom line
Tags: Compliance, Quality Assurance, Quality Monitoring, Voice of the Customer