Screen Recorder: Cherry on the Cake!!

Imagine you purchased a new car which didn't come with a front wiper; pure work of imagination. Will you be able to manage? May be, could be, somehow under normal circumstances. But will you be able to manage without it in heavy rain?

Similarly, say you purchased the Call Recorder, won't you like to have the Screen Recorder functionality with it? For contact centers who record calls, screen logger is a boon. It helps to know what's going on the Agent's PC. Whenever a VoIP call lands, the screen capture can be triggered automatically. It continues till the call lasts.

Let's talk on  how it can prove to be beneficial. A friend of mine who joined a BPO as customer support executive was surprised and probably not happy that his screen gets recorded while he is on the call with the customer. He felt that the organization doesn't trust him and was demotivated. It continued in the same way for him until one day when his manager called him for a one to one discussion. The feature which he disliked suddenly became the tool for his success. In the one to one discussion, his manager offered him various feedback and suggestions based on the screens captured for his handled calls. One of the basic observations his manager could make was that he always opened the wrong web link to search for the known issues of the product he provided support for. He then realized why it would often take much time for him to resolve issues than his peers. He was happy! Finally, he was benefited and in turn the BPO organization was benefited.

There could also be scenarios where the organizations unknowingly hired a "Suppandi" contact center agent. (Suppandi is a famous comic character who appears in Tinkle comics- Google it!). This Suppandi agent during his working hours could be spending most of his time on yahoo news, facebook more over even while supporting the customers. I am sure in a large contact centers you would find many Suppandi Agents. Thus using screen capture, organizations can track them and take necessary measures.

Screen capture also works for non-voice processes like the chat process or the e-mail process. Capturing screen is not always a compliance but it certainly holds its value in increasing the agent's efficiency by great deal. Now, isn't having screen logger with the voice recorder just like a "Cherry on the Cake"?

So do you have Contact Center with Voice recording or planning to have one then go for the best Screen Recorder. Since I work for KnoahSoft, it is obvious that I would recommend to go for the KnoahSoft Harmony screen capture solution which is definitely among the bests.

Is Call Recording really a requirement?

Let me start by putting forth an incident. A travel agency got a telephonic request on their toll free number from a customer to book flight tickets. A transaction that was so simple was unfortunately dragged till consumer court. The reason- the customers says he asked the travel agency to book tickets from place A to B, however the call center executive booked the flight tickets from place B to A. The unsatisfied and annoyed customer took this to the consumer court and since the travel agency didn't have any proof to standby what was done, they ended up paying 7 times the flight fare as penalty.

So what do you think should be the answer to my question- Is Call Recording really a requirement?

Call Recording has now become a compliance and more and more firms are opting for the same. In many countries, for entities like banks, financial institutes storing call recordings for a certain period like 5 or 7 years is now mandatory. Many other organizations for whom call recording may not be a compliance are still doing it so that another 'travel agency' incident is not repeated. Isn't it a smart move?

Please understand that we are not talking about cellular call recordings. It has various rules and regulations and is not legal in many countries. The call recording I am talking about here is of the calls that land on the PBX(s) of various IP Telephony Vendors like Avaya, Cisco, Genesys etc.

When you deploy IP Telephony platforms for your enterprise contact center, it is must that you deploy a Call Recording software solution. This not only helps to meet compliance requirements but also increases CSAT (customer satisfaction) to a great extent. Did I over burden you with the word CSAT? Could be, because it's really a heavy word.

It takes a lot of efforts to achieve great Customer Satisfaction. And call recordings available with you plays a vital role in getting good CSAT scores for your operations.

So what are you waiting for? Go get the best call recording solution for your contact center.
Did you look at the KnoahSoft Harmony?