Selected Call Recording and Monitoring: Why and How?

A call recording program can save every call received by a call center. It can also be used to selectively save specific recording interactions according to a schedule and a pre-determined set of criteria. These selective recordings can be used for  coaching individual agents or groups of agents, for training new agents, and for locating calls from a specific customer segment. When the company launches a new product or service, selective call recording makes it easier to gauge customer response. Choose a call recording system that automatically creates a unique ID and user-defined name for each program created, and stores the identity of each program creator. Call monitoring can also be selectively applied to specific groups of agents or customers or call types. Category crossover is likely, so expect some recordings to be catalogued in more than one group. It should also be possible to record one specific user. Some call centers create criteria for selecting calls that are particularly challenging, so they can be reviewed based on results and used for training. Once calls are selected, they are stored in specific locations, as well as being saved in the server’s default storage location. These may be classified by IP address, local phone extensions, caller ID numbers or other criteria. Used properly, selective recording can be a preferable alternative to call logging. While most calls will be classified by specific content, selective call recording can also be used to deliver a random sample of calls taken from one agent that can be used for evaluation, scoring, and coaching. For more information about call center recording and monitoring, please click the link to download the latest whitepaper.