My company are currently in the process of considering purchasing voice recording technology. I am looking for some anecdotal evidence on how successful this has been, in particular:
increased customer retention
reduction in call length
reduced absence
increased agent motivation

If these can be related back to specific monetary savings all the better!

Hi Esther

I trust the answer/s i give are of help

increased customer retention

This can be achieved though listening to the recordings from a selected period of time and seeing what your customer is saying to you and working on a program that increases customer retention

reduction in call length

This can be achieved through the listening of calls through a quality monitoring program that will help to identify training programmes to help with this, so call lenghts can be reduced

reduced absence

This can be achieved by a quality management program which can be used to identify on going training and career progression programmes through the listening of a selection of random calls to identify areas that preventing personel from having a happy a productive work day

increased agent motivation

This can be achieved through the introdution of a score card sytem which looks at the quality of work carried out by the idividual and pays that person a bonus which is liked into there quality score

A comany called Prolog adopted this approach and are seeing a 20% improvemnt across their contact centre in these various areas obviously some better than others

Every case is different so a study would need to done within your own idividual case

If you would like to look at some possible case studies i may be able to help answer these questions in more depth

Kind Regards

John Nutley

Hi Esther,

Another option is to do the voice recording at the network level and therefore you dont have to buy any hardware or software

Regards

Shaun

You could look at haveing this done at Nertwork level. All recordings can then be made available to you via secure web access for download.

I hope this helps
I have more infor should you require it

Mark

trust me the call logging really helps.
It is a good tool to show to your client how good you are doing the job.
Also helps in rating the agents. You can device a pay package (insentice based) based on the ratings. Thus end up saving on salary and motivating clients.

Esther,

There are 2 basic call recording applications to consider; 1. 100% Coverage - meaning that every call processed by the switch or dialer will be recorded. Primarily for compliance or verfication purposes, and 2. Quality Monitoring - meaning that you define the schedule(s) the system utilizes to capture a "random" sampling of each agent's calls. In conjunction with integrated evaluation and reporting applications this is a very powerful tool in achieving significant increases in agent and client retention, productivity and overall morale within a contact center.

I'd be glad to discuss in more detail.

hi
we have developed a hig impedence voice recording solution.
would you be interedted to know more??plase mail

abhishek.baid@alliance-infotech.com