Mon, July 18, 2016

Not Just an Average Call Recording Solution…

What is Voice Documentation?

Voice documentation refers not only to the recording, but also to the reporting of calls. Call recording and reporting has become an integral part of many businesses today, and not only in a call center environment. Centrality’s voice documentation solutions provide the tools to effectively monitor your employees to ensure they are meeting quality expectations. Our enterprise-grade call recording platform is available at very affordable price points and provides the most comprehensive call recording features and functionalities found in the marketplace today.

Whether you would like to record every incoming and outgoing call or only calls on specific stations, Centrality has a solution to meet your organization’s needs. The browser-based interface is very user-friendly and recordings are accessible from any desktop located on your network.

When Would I Use Voice Documentation?

As mentioned earlier in this post, the most common industry that uses voice documentation is a call center. Supervisors have the ability to monitor that call quality assurance and ensure that customer service is up to standards. This allows a means of resolving issues and creating a more productive organization. Call recordings and reporting can also be used as tools for training purposes or reviewing agent performance. Call volume, communication with callers, sales volume among other categories all provide valuable information for evaluating your team.

In other instances, businesses implement a voice documentation solution to maintain compliance. For instance, some industries may require a call returned to the customer within a certain period of time. Others may specify the way data is distributed or accessed. In healthcare fields, HIPPA is of top concern. A health insurance call center or doctor’s office may have specific requirements about handling sensitive patient information. They may also enforce a strict protocol of which individuals can access or forward the recordings. When dealing with financial information, not recording credit card numbers or social security numbers are among a few ways to maintain PCI compliance.

Voice Documentation Benefits

One of the primary benefits of voice documentation is to gain more insight into the productivity of the organization.  Businesses can analyze a more in-depth view of agent activity by having both recording and reporting capabilities. For instance, one solution enables screen capture of the agent’s screen while on a call. Speech analytics is another way supervisors are able to search words or phrases in their audio data to understand the level of interaction between callers and the agents.

In the professional services realm, such as law or accounting firms, typically bill hourly for their services. With voice documentation, call duration as well as any discussion between the parties is documented and saved in that client’s file for future reference.