Call Recording Software for Contact Centers – What’s Important?

“Your call may be monitored for quality assurance.” This recording message, or one similar to it, is now an integral part of everyday business operations, as companies use call recording solutions to improve customer relations and employee performance.

But in contact centers, where telephone conversations with customers are not just a segment of business relations but a primary function, a more advanced and sophisticated type of call recording software is essential. These systems are designed to meet specific requirements regarding scalability, metrics, security and compliance with government and industry guidelines on call recording. 

The total number of calls over a day, week, month or year must be reviewed and analyzed for patterns that can improve customer loyalty and satisfaction. The performance of every call center employee must be evaluated primarily on how each call is handled. With this data, specific recommendations on employee performance can be made, call length can be shortened, and overall efficiency and quality is enhanced.

Of course, any tool, including contact center call recording software, is only as good as the management and agents at the center, and how they choose to interact with the system. 

So “what’s important?” Here are three answers that will help you get the most from a call monitoring system.

1. Follow-through: you’ve got the information, now use it. Decide what goes into a positive call, then use the recordings to bring each call up to that level through employee training or changes in business policy. Once you have a plan in place, don’t hesitate on implementation. 

2. Don’t fight it: some call centers only install call recording software to meet industry compliance requirements. The system should not be perceived as an obligation, but an opportunity for improvement. The right outlook does make a difference.

3. Open access: Call recording is not just a tool for management. If access to the system is granted to call center agents, they can access their own calls, critique their own performance and find ways to improve. Self-maintenance also frees managers to address other issues and also improves overall motivation.