Benefits to call centres for using Veritape CallCentre

Call centres are high pressure environments demanding the highest levels of performance from their staff, processes and systems. Today's call centre management team balances the often apparently competing demands of cost, productivity and quality. However, central to all of these performance measures is the effectiveness of the Agent. Focused training and development is the single most effective method to increase both call quality and productivity, and call recording and scoring is the single most effective way to deliver it.

See how call centres are using Veritape CallCentre to improve their performance by reading our case studies.

What is the difference between call recording and call monitoring?

Call Recording and Off-line Replay Requires minimal supervisor/team leader time Capture all calls and select only relevant calls to review and score Allows the agent to listen to the call and understand the appraisal Supervisor can review the call several times to ensure the scoring is accurate Supervisors and managers can moderate the scoring between different supervisors, teams and sites Calls can be retained to provide a permanent and objective record of performance

Call Monitoring Requires supervisors to listen for hours in Agent Observe mode Only capture a small number of calls for each agent Does not allow the agent to listen to the call. Agents frequently never appreciate where they need to improve Supervisor has to score the call all in one go, during the "live" call Moderation of scoring is very difficult as it must happen during the "live" call No permanent and objective record of agent performance The best for Supervisors to review performance with the Agent is immediately after the call, when it may be impossible to pull the Agent away from their role

What else can call recording provide to call centres?

• Better client and supplier management - Send calls to clients, suppliers or colleagues
• More effective scripts - Verify and develop scripts by listening to real caller responses
• Efficient complaint handling - Understanding a customer history by listening to all calls on their account
• Improved employee security - Reduces abusive calls
• Robust information handling - Never forget a customer's details; you can simply refer back to the call