Call recording is certainly not a new concept, but some pretty essential improvements have been made in recent years. It used to be that calls were randomly recorded, mainly as a form of quality control. The effort involved in recording and listening to every call was just too much for most companies, so a small sample was used to judge the entire system, and the idea of recording every call in case of discrepancies was unheard of.
Times have changed. With larger, less expensive hard drives and better processes in place, it’s ridiculous to not record every call. Here at Telax, we’ve taken it even further. It’s important to be able to record every call that goes through your contact center, but the real value to our solution is the extensiveness of the search parameters.
If there is a reason to look up a particular call, a date and time will be sufficient to find it, but is that all you want out of your call recordings?
With our Hosted Call Center solution you can search your call recordings by time and date but also by ANI, DNIS, team, agent, or subject. You can listen to every call from your best customers to make sure they’re getting everything they need. You can listen to a specific agent or team’s calls to see where your employees are weak and where they’re strong. Random call recordings have limitations. You might happen to listen to an agent’s best call, or their worst, neither of which will give you a good indication of their performance level.
With our solution, you can even search your calls by subject. After each call, your staff gives a brief description of the details. You can use this information to search through every call regarding a certain product or service, or you can listen to every technical support call regarding a common issue. Searches narrowed down to specific topics will help your company be more efficient.
We store and secure all call recordings in our data center, giving you access to them 24/7, but we also provide another feature that few companies are willing to offer. If you think of a feature not offered, we add it. If you think of a feature that we don’t already have, it’s in our best interest to add it. Not only do you need it, but eventually someone else is going to too, and we want to make our Hosted Call Center solution as comprehensive as possible.
Tags: ani, call recording, customer service, dnis, hosted call center, telax