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Call recording has significantly evolved since first introduced to the contact center industry. Solutions have advanced to be essential and active initiatives inside of businesses seeking to strengthen customer satisfaction, adhere to regulations, reduce customer call disputes and effectively monitor compliance.
However, as the applications have become more mission critical, the complexity of key underlying components has mounted. Calabrio has a long-standing belief that contact center solutions should be easy-to-use and centric to each business and user, regardless of underlying complexity. When applied to call recording, this approach leverages the power and capabilities of recording capture and associated applications, so businesses can maximize the return without sacrifice.
Being mindful a few crucial components, all contact centers can easily evolve their call recording activities into a powerful, manageable business tool.
Step 1: Understand the Call Recording Process
When a call comes in through a gateway or call manager, data from that call is immediately categorized, drilling down to the most granular detail, and then transmitted over the network to a storage device where it is housed until needed. To maximize storage investments, advanced architecture can utilize voice-specific algorithms to compress recordings before transmitting to the storage device in order to save space and infrastructure costs.
Step 2: Refine Your Metadata
Metadata is essentially containers of information— who, what, when, where and why. It describes the contents and context of the information collected from call recordings. This includes caller phone numbers and account numbers, agent or employee phone numbers and ID numbers, date and time of call, topic, products mentioned, issues discussed and more. It’s important to closely define your metadata and continuously restructure it as your business’ goals evolve over time. More metadata fields and options translate into a more valuable call recording. Organizations today are turning to speech analytics at an increasing rate, which is a great tool for more effectively mining call recordings.
Step 3: Apply Appropriate Security & Monitoring Settings
In order to ensure strict security requirements, it is critical to encrypt recordings before they’re transmitted over the network to securely safeguard any and all personal information such as account numbers, PIN codes or other critical financial data. Pre-determined visibility restrictions—unique to each business or user—grant access only to users with appropriate security clearance.
To maintain proactive and efficient call recording activities, alerting techniques should be deployed to notify staff of improper functionality occurrences, allowing your business to remain ahead of any issues.
Step 4: Determine Your Environmental Needs
One-size-fit-all configurations simply don’t make sense anymore and your business should not feel forced to adopt such solutions. For example, in an environment where the contact center is managed through a remote workforce that is dispersed in various locations, desktop-based recording has proved to be a reliable solution because there is no need to have servers at every location. In a small or singular contact center environment where groups of agents work from the same location, server-based recording may be the best option. For larger client environments with multiple contact center locations across of state or across the globe, network-based recording provides more robust support. Understanding the capture options available to you can help you determine the best fit for your business application and your support needs.
Getting the underlying components right will free your business to focus less on technology post-implementation, and more on the applications that drive your business. It enables the contact center to harvest the full value from your data and can provide unlimited savings in time and effort, as well as increase ROI.
Vice President of Product Engineering
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