|
| ||||||||||||||||||||||||||||||||||||||||||||||||||
| |||||||||||||||
Terminology can be confusing. Some words mean the same thing, depending on an individual’s
interpretation. A look at the phrases used to describe “call recording” reveals similarities between
the terms.
Call monitoring: A call center feature that lets managers listen in on agents' calls in order to
improve agent performance. Also called "agent monitoring" and "call logging," it can be done in
real-time with or without the agent's knowledge, or calls can be recorded for later retrieval.
Call logging: (also known as call recording or call monitoring) is the practice of listening to,
recording and assessing interactions between call center agents and callers. This practice is
used for staff training and development, customer quality control and liability protection.
Quality monitoring: The collection and analysis of data for selected indicators which enable
managers to determine whether key standards are being achieved as planned and are having the
expected effect on the target population. Managers use “scorecards” to rate the agents calls
based on criteria developed for their center.
Screen Capture: Ability to record agent’s desktop activity while recording the telephone call.
There is a significant trend toward full-time recording according studies done by the leading
analyst firms. The PELORUS Group found that systems designed for selective monitoring also
referred to as quality monitoring are being outsold by systems designed to record all calls,
sometimes referred to as call loggers.
Some of the reasons cited are:
this may be an add-on module or a change in the equipment software. If you are unsure as to
what method you plan to utilize in your center, check with the manufacturers you are evaluating to
ensure the capability exists that will allow you to accomplish call logging, scheduled recordings or
quality monitoring.
interpretation. A look at the phrases used to describe “call recording” reveals similarities between
the terms.
Call monitoring: A call center feature that lets managers listen in on agents' calls in order to
improve agent performance. Also called "agent monitoring" and "call logging," it can be done in
real-time with or without the agent's knowledge, or calls can be recorded for later retrieval.
Call logging: (also known as call recording or call monitoring) is the practice of listening to,
recording and assessing interactions between call center agents and callers. This practice is
used for staff training and development, customer quality control and liability protection.
Quality monitoring: The collection and analysis of data for selected indicators which enable
managers to determine whether key standards are being achieved as planned and are having the
expected effect on the target population. Managers use “scorecards” to rate the agents calls
based on criteria developed for their center.
Screen Capture: Ability to record agent’s desktop activity while recording the telephone call.
There is a significant trend toward full-time recording according studies done by the leading
analyst firms. The PELORUS Group found that systems designed for selective monitoring also
referred to as quality monitoring are being outsold by systems designed to record all calls,
sometimes referred to as call loggers.
Some of the reasons cited are:
- Improved agent performance by evaluating a complete call rather than portions of the call
or only those that are not within designated thresholds such as talk time. Evaluating
several calls for an individual agent is a better measurement of an agent’s performance. - Call verification to document what transpired between the agent and the customer and who
said what. - Valuable marketing information can be gleamed from the calls. Listening and learning
from your customers can help direct future campaigns and how you deliver service. - Ensure compliance with laws and regulations.
this may be an add-on module or a change in the equipment software. If you are unsure as to
what method you plan to utilize in your center, check with the manufacturers you are evaluating to
ensure the capability exists that will allow you to accomplish call logging, scheduled recordings or
quality monitoring.