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Functions of Contact center recording software

Contact center recording software is used by call centers for call monitoring and calls evaluation. Contact centre managers often use recording software to enhance agent productivity. The software can help analyze the performance of individual agents, groups or even an entire call centre, enabling to spot trends and weaknesses and respond proactively towards them. Call recording can either be done onsite by the call center's quality assurance department or it could be offsite, outsourced to a third party quality control vendor.

Contact center recording software provides tools for recording and accessing the conversation taking place between an agent and a customer. The software lists all the agents in the contact center at any particular point of time. The quality assurance agents have the authority to listen and to record any of the calls made by these agents at any point of time. The software provides tools to asses the agents on parameters such as clarity of speech, technical knowledge, friendliness, call control and the use of professional courteous language. The previous history of agents is also available, so as to interpolate any trends. Agents not adhering to the quality requirements of a contact center can be given a warning and this is recorded in the recording software for future references of the quality department. An agent repeatedly breaking the quality benchmarks can have his incentives of pay annulled. Based on the recommendations from the quality department the contact center could also decide to send the agent for a refresher training module.

The use of contact center recording software has a legal issue attached to it. There have been a few complaints in the past few years by customers over invasion of privacy by recording calls. Recording calls involves collection of personal information and many customers are not comfortable with that. Federal laws and many state laws require that at least one person on a call gives their consent before the call can be recorded. In some states, both parties on the call must give consent before it can be legally recorded. It is important for a contact center to know the state and federal privacy laws before using any contact center recording software to record calls of it's customers.