Eleveo's call center recording tool is essential for contact centers to comply with state, federal and industry regulations guarding the privacy of customers and, in the case of healthcare, patients. Our recording tool, which includes an Auto Pause and Resume feature, helps call center leadership manage and monitor agent performance, even as it protects sensitive financial and/or health information collected during an agent/customer interaction. It also protects organizations from potential legal, financial and business costs associated with non-compliance. Every call and every screen is captured, archived and easily retrievable for audits and for management review.
With Eleveo's omnichannel call center recording solution, it's easier than ever to monitor customer interactions - even in real-time - to pinpoint areas for agent improvement, highlight agent successes, and ensure compliance with government and industry requirements. Capture audio and video calls, as well as emails, chats, text messages, along with agents' screen activity. The result is a detailed record of every client interaction — a valuable resource that you can use to enhance performance, provide special attention to interactions that need it, and help with new employee training.
Data privacy and protection standards are necessary for securing one's personal data, but they can be difficult to understand and navigate, especially since they vary depending on geography and change all the time. Many countries have now implemented strict legal requirements. When industry standards are met, businesses can boost a call center's ratings and business. Call center recording enables managers and agents to achieve internal requirements and SLAs. That's why Eleveo's call center recording tool includes built-in features that help you gain control over your compliance, such as:
In certain situations - when collecting a customer’s private financial or credit information, or a patient’s health information - call centers are required to avoid recording that portion of a call. Eleveo’s desktop toolbars are easily installed on agents' computers. Integrations such as our EPIC APR product automatically pause and resume recordings at the point when sensitive data is being collected. Our desktop APR tool detects when certain applications and websites are being accessed, indicating private information is being collected, and automatically pauses audio and screen recording until that portion of the call has ended.
Call center recordings are vital to quality management and can be assessed by managers or QA analysts to make sure agents are doing what they need to manage call flows, connect with clients, offer cross-sells, etc. Recorded calls can then be used as a resource when coaching agents to improve upon their performance. And for training new employees, these call center recordings can be some of the best tools for learning essential skills.
Recordings can also be reviewed to evaluate the success of new offers and promotions, spot call drivers and trends, determine specific training review needs, etc. Moreover, as direct, factual records of customer experience, they can be very useful in refining and upgrading the quality of your customer service.
These days, scalability is increasingly important. If you're a small call center, you want an easy-to-use, yet robust recording solution that doesn’t require significant resources (budget, computer systems, energy) to run. If you're a larger contact center, you'll want to ensure that the same depth of features is applicable across a range of teams, departments, etc. Regardless of your size, as your business grows, you'll want your call center recording system to grow with you. Changing platforms means updating processes and changing employee habits and skills company-wide, ensuring systems compatibility (which can mean costly upgrades), and transferring old data to the new solution.
A viable call center recording solution needs to be scalable and easy to use, have omnichannel recording capabilities that support quality management, and include strong compliance management features. Eleveo's call recording platform offers all of these to boost your call center operations.
Interested in our call center recording solution? Contact us for a demo.