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More and more industries are recording calls nowadays for purposes of compliance and for dispute resolution. However if you have the equipment why not use it for training purposes as well?
We often think, after a difficult conversation “if only I had said that”. With an Armstrong RecordAgent™ Call Recorder all calls are recorded, and all agents can be allowed to review their own difficult calls during quiet periods and it is a great aid to agent self improvement to be able to mark a call as awkward and ask your colleagues or team leader how it could have been handled better.
RecordAgent™ uses a simple browser playback interface, so an “unlimited” number of users can play back calls at the same time. You can give agents permission to only listen to their own calls, and Team leaders permission to only listen to their team members calls.
RecordAgent™ has a built in email client so you can send disputed recordings to your legal team or your customer. You can search for calls in the usual time/date/direction/agent number/DDI method, but with Account Code tagging administrators can also search all recorded calls by account number.
RecordAgent™ can allow account code tagging of calls and can use Computer Telephony Integration (CTI) to automatically append an account code to a call or capture the keystrokes as your agent enters the number to search your customer database. RecordAgent™ can also append multiple account numbers to a single call and retrieve that call when the account code is the search field.
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