Monday, December 10, 2012

Screen Capture: A New Dimension in Call Recording

An audio recording of an encounter between a call center agent and customer is an important piece of data that can be used for training, staffing, liability protection and other applications that benefit call center performance.

But when call recording software is combined with screen capture recording, management can discover even more about how their center is achieving best practices, and can further improve the quality and consistency of customer relations.

Which System to Choose?
Adding screen capture to a call recording software system should not require an extensive overhaul, or slow down in any way the process of retrieving calls for analysis or training. The same searches used in call recording software (by date, by time, by agent, etc.) should adapt to a system that provides both audio and video. While additional bandwidth is necessary for video capture and storage, there should be sufficient capacity so that no other systems are impaired. Check video compression algorithms.

As with audio call recordings, the system should provide or limit access to video, screenshots and recording to specific employees or groups. And since the call center workforce becomes more mobile every year, access should be available from both home and office, regardless of location.

Seeing is Believing
By capturing both synchronized voice and video of an agent’s customer interactions, call center managers have a clearer picture of how agents are utilizing desktop applications, can reward outstanding performers, and create a library of successful customer encounters that can be used to train new agents and coach current staff on ways to improve their performance. This will eventually result in improved call handling times, and a boost in First Call Resolution.