Streamlining Call Quality Monitoring

Call Recording, Monitoring and Analytics for Enhanced Performance

In the dynamic realm of call and contact centres or any customer-focused business, excellent customer interactions are paramount for success. It’s important to understand the differences between Call Recording, Call Logging, Call Management, and Call Monitoring and utilise each one effectively. 

Call Recording is the process of recording and storing the audio and details of telephone calls, mobile phone calls or radio conversations. It is vital to maintain accurate records for security, quality assurance, training, and compliance with regulatory bodies like the FCA.   

Call recording is instrumental in industries where such records are necessary for legal or training reasons. Critical call recording functions include recording call audio, storing recordings, and managing playback by capturing time, date, duration, phone numbers and number identity (CLI). Vidicode UK supplements call recording with screen recording to allow businesses to see and hear all aspects of customer interactions.  

Call Logging records details about phone calls, including the time, duration, and participants involved. Call logging enables business managers to track call activity and analyse call patterns, which can provide valuable insights into call volumes and peak times. Critical functions of call logging include logging call time, duration, caller ID, and call status. This data is crucial for businesses that want to understand customer behaviour and optimise communication strategies. Vidicode UK’s call recording systems log these details, utilise them to search for required calls, and produce automated statistics for business managers.  

Call Management includes routing and prioritising calls to ensure they are managed effectively, thereby improving overall call-handling efficiency and customer service. Critical functions of call management include call routing, queuing, auto attendant, and interactive voice response (IVR) systems. Customer service centre’s rely on call management to handle high volumes of calls and enhance customer satisfaction.   

Call Monitoring is the real-time observation of phone calls to improve call quality and assist with training. It ensures that calls meet specific standards and provides agents with immediate feedback. Call monitoring includes listening to live calls, providing real-time coaching, and ensuring compliance with established protocols. Supervisors in call centres commonly use this practice to monitor agent performance and improve call quality. Speech analytics can help automate call monitoring by identifying key moments and emailing supervisors when keywords, phrases, or raised emotions are identified during a call. 

Call Scoring or agent evaluation utilises call recording to determine an individual’s performance and involves Traditional call scoring and agent evaluation methods involve supervisors listening to recordings, manually scoring agents, and reporting, sometimes using an Excel spreadsheet for record keeping!   

This method has several downsides, the most significant being the time it takes to go through the process. The evaluator must listen to the entire call, manually note every positive or negative element, and assign overall scores, a task susceptible to human bias. This time-consuming process often surpasses the duration of the call itself, rendering it an inefficient use of time.    

Vidicode UK Apresa: Customised Evaluation for Enhanced Performance  

The Vidicode UK Apresa system has a comprehensive option for call scoring and agent evaluation, introducing advanced evaluation software to overcome the limitations of traditional methods. This feature enables users to create custom-made score sheets tailored to specific needs, allowing supervisors to evaluate calls and report by agent and project. Calls can be automatically loaded into the call evaluation pool based on users, call length and other criteria. 

Coupled with Apresa’s screen recording, the supervisor can present a precise overview of each agent’s customer interaction capabilities and input accuracy.    

VoiceCrunch: Revolutionising Conversational Intelligence and Unveiling Truths.  

Acknowledging the limitations of traditional call quality measurement, Vidicode UK has introduced VoiceCrunch, a dynamic AI system that encompasses word spotting and transcription. Seamlessly integrated with the Apresa call recording platform, VoiceCrunch automates the search process based on user-defined criteria, overcoming the inefficiencies of manual evaluations.  

VoiceCrunch provides sophisticated features, including pinpointing precise phrases and crucial words, capturing sentiment and emotions, managing overtalk incidents, analysing talk style, tone, and volume, and measuring talk time and rate.  

With over 40 distinct criteria available through a user-friendly drop-down menu, VoiceCrunch enables supervisors and trainers to swiftly locate desired calls and clarify key moments in calls, saving time and costs whilst enhancing compliance and overall business performance. 

Achieving Customer Service Success.  

In the competitive landscape of customer service (CX), market research, patient interactions and call centres, the need for efficient and insightful tools for call monitoring and recording calls is more critical than ever.  

Apresa, coupled with VoiceCrunch, not only monitors and evaluates agent performance but also provides unprecedented insights into customer interactions. By addressing the limitations of traditional evaluation methods, Vidicode UK’s powerful tools help businesses elevate performance, enhance customer satisfaction, and empower supervisors to use their time more effectively. 

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