Recorded conversations between agents and callers and screen capture are a powerful source of information and insights that enable call center managers to improve service quality and agent productivity. They also provide a valuable record to prove compliance, to secure data for banks and credit card companies and help resolve disputes.
Call recording can be configured for automatic recording, a supervisor can activate random recording or an individual agent can activate on-demand recording for a difficult customer interaction.
For premises-based solutions, call recordings can be stored locally in WAV or MP3 formats. For hosted solutions, DOW Networks stores the recordings on its servers then sends them to a File Transfer Protocol (FTP) location of the customer’s choice where they can be stored indefinitely for compliance or agent training purposes.
DOW Networks’ powerful set of call monitoring and recording tools help call centers ensure a consistent and quality customer experience, improve agent knowledge and productivity and identify additional revenue opportunities which, in turn, improve profitability.
