Given the substantial call volume at a call center, and the length of some customer calls, it’s important to implement methods that will help managers and agents quickly identify an individual call or set of calls, or a specific moment within any call that is captured through call recording software. Think of a call tag as a virtual bookmark, which is used so managers and agents can easily locate calls for review or training purposes.
During call monitoring, a tag can be placed at an agent or manager’s discretion to note specific kind of information that might need to be recalled at a later date. It is a simple process handled through the recording detail page of a call recording system. Tags can be created from any predefined set of configurable types and descriptions. Common call tags would include customer suggestions, questions that could not be answered, complaints, concerns or compliments.