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What is the best call recording software for a call center

Through voice over internet protocol (VoIP) or the public switched telephone network (PTSN), a call recording system captures digital audio recordings of telephone conversations. Call recording systems are used in call centers for various reasons, including customer attraction and retention purposes.<br>

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What is the best call recording software for a call center

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  1. Whatisthebestcallrecordingsoftwareforacall center? Call recording for callcenter Throughvoiceoverinternetprotocol(VoIP)or thepublicswitchedtelephonenetwork(PTSN),a callrecordingsystemcapturesdigitalaudiorecordingsoftelephoneconversations.Call recordingsystemsareusedincallcentersforvariousreasons,including customerattractionand retentionpurposes. Forcallcenters,havingthe calltranscriptalongsidethe recordedcallsiscritical. Thesystem compresses and saves the digital audio file so that it can be played back and analyzed.Training,

  2. processoptimization, business opportunity analysis, and quality assurancearejust a few uses forthis analysis. • CommonFeaturesofCallRecordingSolution • Recordingcallsondemand • Instead ofautomaticallyselectingcallstorecord,agentshavetheoptiontostartrecording manuallybefore making or receivingcalls. • RemoteMonitoring • Theremotemonitoringfeatureallowscallcentersupervisorstolistentocallsinreal-timeto ensure quality without interfering with a customer'sconversation. • PauseandResumeRecordings • Agentscan use the pause and resumerecordings in real-timeto pause and resume a recording in the middle of a conversation.Agentstypically use this feature when they need to put a customer on hold tocomplete a task. • Dashboard • The dashboardshows a detailed overview of a number of recordings, including the date, time, callduration, and other data fields associated with the file. Manysystemsallowyoutofilter recordingsbycategory,subcategory,tags,agents,keywords, and other criteria. • SpeechAnalytics andTextAnalysis • Calls arescoredand categorizedautomaticallybased onthecaller'stone(happy,frustrated) and keywordsintheconversation(unsubscribe,competitors).Bydetectingkeywords,textanalysis allowscategorization oftext-basedinteractions (emails,SMS text). Onlyadvanced quality assurancecallrecordingsystemsforcallcentershave these features.

  3. ScreenAnalytics • Agentinteractions withcustomers inmobile and desktopsoftwareapplicationscan be recorded and analyzed. • Encryption/MaskingConfidentialData • Call centerdepartmentsthatdealwithbank cardsforpaymentavoidstoringsensitivecustomer dataafterprocessingtocomplywith industrystandards.This featurecandetect andanalyze bankcardinformation using voice and text analysis. In places wherecallersprovideconfidential customerinformation,storeddata is encrypted,deleted, or white noise is added tocall recordings. • BenefitsofCallRecording • Improvedcustomerservice • Phone calls are usedtomonitor the qualityof customer service. • Customer service and sales training that is effective Monitor and evaluates individual agent performance Maintain detailed phone communication records between agents andcustomers • Usedas evidence in legal proceedings. • Salesandserviceefficiency have bothimproved. • ThreeCallRecordingSystems

  4. StandardTelephony System(PBX) StandardPBX setupusingVoIPphone A standard PBXtelephony system enables its users to communicate internally and externally via various communication channels, including VoIP, analog, and ISDN. You have more phones than physicalphone lines with this system, and callsbetweenusers arefree. A standardtelephonysystem includesfeatureslikecalltransfers,voicemail,and callrecording. Calls can be recorded using applicationsinstalled onyourdesktop or phone. The recordingsare storedin a variety of locations,mostcommonly in externalharddrives and clouds.

  5. CallCenterSoftware Callcentersoftware Call recordingsoftwareforcallcentersisspecificallydesignedtomeettheneedsofcallcenters due to thehigh volumeof calls.Call recordingsoftwaretypicallyincludes high-qualityfeatures liketext and speechanalytics. Call centerscanuse this analysistodiscovercustomers'feelings about interactions with agentsbyanalyzingkeywords.

  6. BestofBreedSystem Bestofbreed system Therearenumerousindependentcallrecording solutionsonthe marketthatidentify and interceptdatafromnetworkcalls.They then recordpackages and store the audio on a cloud server or an on-premiseserver.If theyarehardware-based,some of these systemsnecessitate special devicesbetween the PBXsystemand networkswitches. The best-of-breedsystemallowsyoutorecord allcallsor selectedsamplesof calls.Regardless of thesoftwareyouselect foryourcallcenter;callrecordingcapabilities willprovideinvaluable information about the qualityof interactions andthe performance of youragents. Learn more aboutAavazPBXcloud-based callcenter solutions, whichinclude callrecording software. Aavaz isa leading call center solution providerthatcan assistyou in assessing your call center needs and customizing callcentersoftwaretohelp you run yourcall center efficiently.

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