7 Things to Look for in a Call Recording Platform
- February 1, 2022
- Category: Call Recording
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By now, our industry has widely accepted that call recording platforms can help companies provide excellent customer service, help agents improve script adherence, and ultimately make their businesses more productive.
Having said that, for certain businesses, especially those involved in debt collection, it is never as simple as just investing in any call recoding solution to juggle everything from real-time compliance to QA intelligence to agent performance. So, what do you do when there are tons of options available that all, at first glance, appear similar in features and predicted outcomes?
Rather than choose the most or least expensive option based on what you think you need, it’s important to take the time to understand and prioritize the elements of each call recording solution that are best suited to your business model. Here are a few key features that can give your business an edge in the collection space:
Since massive amounts of data are generated in any collection-focused call center every second, you must look for call recording software that comes with automated report delivery. Automated reports eliminate traditional means of communicating data. These reports have the power to turn your data into beautiful dashboards that can tell your data narrative in simple, visual formats.
By transcribing calls, you not only get to enhance your search and playback capabilities but also maintain PCI compliance. A call recording software that doesn’t fit within the PCI compliance framework fails to protect consumer privacy, holding you back from redacting sensitive information.
What does not get measured, does not improve. With the ability to access detailed call activity reporting, managers can get a direct line of sight into what’s happening on the floor, and monitor agent-consumer interactions, knowing what’s going right and what needs to be fixed. The same information can be used in agent training, scoring, grading, and call comparison to analyze agent performance.
It’s important to know that a call recording solution’s transcript quality can differ based on a handful of variables, including compression. If you’re looking to use insights from recorded content with speech analytics, you would want to check if recording formats and compression rates provided by a solution are a good fit. Factors such as echoes, background noise, accents, diction can all impact audio compression and transcription accuracy. Hence, it is always smart to choose a provider who has cracked the “high-quality call recording at a high compression rate” with the right codecs.
Since (once used in your business) the call recording platform will be used for ensuring best practices and compliant calls, evidence of transactions, it is important that it displays all things that matter to your business in a simple, easy-to-digest format. To ensure you are signing up for an intuitive platform, ask if the solution will integrate well with other systems such as business intelligence and compliance management platform.
Since the platform will ultimately help you use real-life scenarios and conversations during agent training and QA meetings, make sure the solution you choose has is compatible with all phone systems
A recording platform can transform your contact center only if it does disrupt your existing workflows and reporting structures at the time of implementation. With SonicView, our team can help you install, configure a robust, on-demand call recording solution that will forever be easy to manage. If you looking for turning your calls into actionable insights and evaluating and analyzing recordings, book a demo here.