Customer contact recording is increasingly on the agenda for organisations' overall CRM (Customer Relationship Marketing/Management) strategy, as customers recognise the business benefits of quality control across all types of contact medium such as email and web chat. This is in addition to what can often be a legislative need to record calls, based on the call content, for example in financial organisations, where they are obliged to record and keep the call for a set period of time.

This shift in customer requirement puts a far greater emphasis on the overall business and technology needs of the operation. This in turn requires the business solution to be implemented is scoped by an organisation that understands the customer's operation, as well as their existing technical infrastructure. When scoped correctly, a business recording solution can yield significant benefits and return on investment.

Developments in call recording technology have made it possible to tightly integrate into the customer's existing environment to use events from differing technology sources to record and tag customer interactions. The ability to capture the agents' screens, in addition to the voice recording, helps to build a bigger picture of the overall customer experience and helps organisations to optimise their investment in people, process and technology.

Key Benefits

Improved team manager efficiencies

• Automatic recording of customer contacts, and access to targeted, calibrated evaluation forms, allows team leaders to spend more time coaching agentsImproved customer retention
• Better and more frequent coaching of agents, leads to better service levels, as agents are able to handle customer objections and resolve issues

Reduced agent attrition

• Through consistent, calibrated evaluations and targeted coaching to meet the requirements of the individual

Reduced training costs

• Reductions in attrition rates lead to reduced training for new hires
• Use real recorded scenarios to train agents and improve time to ramp up

Reduced average call handling time

• Through targeted agent monitoring and one-to-one coaching
• Through optimised processes and technology, based on feedback from capturing agents' screen activity during customer transactions
• By implementing automated agent assist techniques, delivering real-time, targeted information to the agent desktop, based on the content of the customer interaction

Reduced error rates

• Through better agent training and regular coaching, based on call recordings
• Through delivery of real-time, targeted data samples, based on agent activity on the screen. For example recommended responses based on the context of a customer question.

Improved customer acquisition

• Through improved agent coaching for objection handling and recognising buying signals
• Through automated delivery of up-sell and cross- sell information to the agent desktop, based on the context of the customer interaction

Return on Investment

Business driven call recording solutions provide your organisation with a guaranteed return on investment, based on your operation. The calculated return on investment can be used to cost justify a recording and quality monitoring solution, internally, where there departments often compete for budget allocation. (Sabio)