Noble-Amcat UK Call Centre Voice Recording Software: contact centre recording- agent monitoring, digital transaction recording, automated or manual voice recordings, supervisor recording manager

Voice Transaction Recording

Making the most of the mountain of information available in the contact centre has become a management requirement. Voice recording is now one of the focal points for capturing contact centre information and is often driven by multiple criteria including:

Business-driven events | Customer interaction evaluation | Agent evaluation

Key Features

Transaction recording - Records both the agent and customer voice conversations during a call centre transaction to a .Wav or .Vox digital format.
Automated or manual - Digital recordings can be initiated by agents or started and stopped automatically within the agent script so that the recording always starts and ends at specific points in the interaction.
Archived records - Recorded information can be archived for permanent data storage or analyzed by quality assurance personnel, according to need.
Recording Manager - allows contact centre supervisors and quality personnel to locate transaction recordings for review by multiple criteria including agent name, date and time, phone number.

Achievable Benefits

Benefits the customer by:

Creating a more positive customer experience
Fostering knowledgeable, service-oriented customer agents
Producing a more favorable image for your company

Benefits the call centre by:

Reducing costs
Creating a more efficient and profitable operation
Identifying service issues
Sharing information across the enterprise
Evaluating and optimizing the performance of your people, operations and technology

A Closer Look

Business-driven transaction recording: Driven by legal or client obligations, many organisations are required to record transactions. Such organisations include: Telesales, Debt collection, Finance and banking. The Amcat solution is perfectly suited for this objective. It is used daily by hundreds of contact centres for recording transactions and archiving these transactions to hard disk, CD or other media for legal record keeping or to use with clients.

Quality assurance recording - Recording transactions with your customers and clients provides valuable information and insights into your sales and services operations including:

Agent training issues
Business trends and service issues
Performance evaluation
Script evaluation
Sales and marketing information and trends