How To Justify an Investment In Call Monitoring Software

Can you afford a call monitoring software solution? The real question is whether you cannot afford to add call recording and call monitoring to your contact center. The list of benefits is simply too long and too vital to delay this investment any further. 

The cost can be justified simply by listing the most significant advantages that result from call recording and call monitoring. 

Productivity
Monitored calls can be analyzed to gauge the efficiency of call center agents. It is also a means to gather research on consumer trends and product interest that can be utilized in the formulation of marketing and sales strategies.

Training
Call monitoring offers an ongoing means to continue agent training, by reviewing specific events and guiding that agent through best practices for each customer service opportunity. Areas of concern can be addressed, and proficiency improved. Call recording also make agent self-evaluation easier. 

Best Practices
Call monitoring provides insight into a typical customer-agent conversation and identifies any problems before they can cause significant damage. 

Conflict Resolution
A recording provides both protection and clarification if an issue should arise. That could prevent the need for legal action and the associated costs of litigation. 

Lower Environmental Footprint
Call center recording reduces the need for written evaluations and other materials that contribute to a costly and wasteful paper trail. 

Compliance 
A call recording solution can address issues of sensitive authentication data in audio recording files, while maintaining non-sensitive data information that is important for management and analysis. 

These benefits argue convincingly for a call monitoring investment, but smaller or midsized call centers may still hesitate because of cost. However, a cloud solution can provide all the necessary advantages in performance and flexibility, with lower upfront costs. We also invite you to watch a short video about call recording that demonstrates some of the benefits listed here.

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