Call recording software is a foundational component of contact center operations but often under valued and taken for granted. It’s a bit like the plumbing in your house. The pipes are laid when your house is built, and it’s always running in the background and powering appliances like your dishwasher, washing machine, etc., but you’re not regularly thinking about the pipes running under your feet. When something goes wrong you can’t use your water for anything. That’s when you realize how critical it really is for your daily life. Similarly, recording software powers other contact center activities but it’s not until the contact center experiences a failure that most really stop to think about its critical implications.
Why should you record?
There are a plethora of reasons to record your calls and digital interactions. For many contact center recording is not a matter of choice due to industry regulations, while others record for quality, analytics, and coaching purposes. Luckily good recording software empowers contact centers by capturing both calls and digital interactions – like chat and email – easily and safely.
- Compliance with industry regulations
Many industries must abide by federal, state, and country-specific regulations that mandate contact center compliance. Many regulations require that a specific percentage of calls are recorded. They also include rules for capturing customer consent, security in storage and transport, retention, and masking certain sensitive customer information. It is critical that contact centers become intimately familiar with these regulations and select the right recording software to maintain compliance.
- Dispute Resolution
Most companies that provide sales and service support can benefit by using recorded interactions to resolve customer disputes. Call recordings are especially important for high-claim industries like debt collection agencies, insurance organizations, and any organization that handles billing transactions over the phone and require customers to agree to terms of sale. While the perceived need for this recording is subjective, the benefit from being able to effectively resolve or settle a dispute is clear.
- Quality Management & Agent Training
For most contact centers, without call recording, there is no quality management. For even your most tenured agents, regularly using recordings of their actual interactions to provide feedback and coaching is the most eye-opening and effective way to get the message through to them. It allows contact center managers to easily provide real life company specific examples of great service for both new and tenured contact center agents.
- Call Analytics
Call recordings are essential to the ability to analyze the content of agent interactions. Without call recording, there are no call center analytics! An omnichannel speech and text analytics engine ingests every single interaction that goes through the contact center, including voice. It analyzes the content and identifies trends and opportunities to improve the customer experience.
Next time you turn on your faucet think about how dependent you are on the plumbing in your house and how important it is to maintain the quality of your pipes. And next time you listen to call recording in your contact center, think about the recording software that makes it possible!
Learn more about using call center recording in the cloud to meet regulatory needs.
The information presented does not constitute legal advice, and we strongly encourage anyone seeking more detailed information to enlist the services of a lawyer who is versed in the requirements for your industry and/or state.