Use Compliance Recording for Quality, too

Some call recording systems are designed just for call logging (100% recording). Others are designed purely for quality management, which is typically random or scheduled recording, but less than 100% recording. CallCopy’s cc: Discover suite offers one platform that is suitable for both compliance recording and quality management. What’s more, the quality management tools are included with a system configured for 100% recording. This is true for TDM phones (digital and analog phones) and for VoIP phones. cc: Discover can blend TDM recording and VoIP recording into a single-server solution, which is ideal for companies that are gradually migrating to VoIP.

Any recorded call can be used for quality review and training. If you have a full tool set to assist with creating quality evaluation forms, tests and quizzes, and other computer-based training curriculum you may be able to save time but you can still achieve the same end goals without them.

If you need to record your calls for compliance but you are not leveraging the system for quality management and training, consider the value you can get from your existing recordings. Find the top performers through your quality evaluations, and use their recordings to better coach and train the rest of your CSR’s to reach optimal performance. You may be able to improve first call resolution (FCR), increase sales conversion rates and upsell / cross-sell success, increase the amount of debt collected, and improve your bottom line by better managing your operational efficiencies at the agent level.