Best practices for determining which modules will give your contact center the biggest return.

There are many solutions available in the cc: Discover suite.  How do you know which modules are right for you, and what returns you can gain from your investment in a CallCopy call recording and quality monitoring system?

It all starts with an evaluation of the contact center’s current operations.  To take it from the top, is it a sales center, a support center, or both?  For the sales center, the biggest returns come from coaching and training, which helps to improve baseline conversion rates as well as ticket value through better upsell or cross-sell promotions.  For the service center, the return is focused more tightly on KPI’s such as first call resolution and a more stable, predictable average handling time, both of which make it easier to forecast call load and ultimately serve to drive down the total workload.

For our customers who do not operate as traditional call centers, compliance and dispute resolution top the list.  A single dispute at a trading firm can easily reach six figures.  We have credit union clients who have been able to gain a full return in a matter of weeks by using their CallCopy system to track down potential fraudulent activities and stop those activities before they impact the business.