Product insight (post-call recording will suffice).Call center agent performance management (post-call recording will suffice, but real-time recording enables supervisors to make corrections immediately).Customer defection (real-time recording is best).Which of the following areas are most important to your contact center right now? Here are a couple key questions to ask yourself to determine which recording solution makes the most sense for your business:ġ.
#AUDIOCAPTURE VS AUDIORECORD FULL#
Otherwise, post-call recording will suffice, as you wouldn't be taking full advantage of its real-time, immediate value.
Real-time audio capture is only valuable if someone or something (transcription and speech analytics, e.g.) is listening as the call takes place. Do you need real-time or post-call audio capture? Still invaluable to a business, these insights can be gleaned after the conversation ends and still provide supervisors and management with actionable intelligence they can use to make improvements and mitigate risk.
#AUDIOCAPTURE VS AUDIORECORD UPDATE#
These areas can include the discovery of product update recommendations, for example, or information about a competitor, or even evidence to settle a discrepancy with a customer. Post-call audio capture - Some insights aren't as time sensitive as others, yet they still provide ample value after the call has concluded. The proper mitigation or action can then take place while the call is still live. Triggers can be set to alert supervisors immediately when a compliance infraction occurs or when a customer utters the words "cancel" or "unhappy", for instance. When an AI-powered speech analytics solution is also deployed, the recorded audio is streamed right to the transcription and analytics engines to distill critical insight as the conversation unfolds. Real-time audio capture - Live audio streaming is captured as the conversation takes place in real time. Likewise, a potentially costly dispute needs to be dealt with right away.Īs such, there are two types of call recording/audio capture methodologies to consider: If a customer is indicating defection behavior, it can be too late to save the customer after the call ends. Some of these insights are most valuable when discovered as the call unfolds. However, like just about everything in business, timing is everything. Yet another could uncover important competitor information that could impact sales or marketing campaigns.Īll these benefits come from recorded conversations. Another recording might show an agent who is not properly complying with government regulations like GDPR, TSR, PCI, etc. A recorded interaction of both voice and screen, for example, can uncover workflow breakdowns that cause longer average handle times (AHT). Recorded audio can be mined to distill critical insight which empowers each of these areas. Call recording provides a wealth of opportunity for businesses, most notably for call center performance management, quality assurance, customer intelligence, compliance, and risk mitigation.
0 kommentar(er)
