We often talk about the importance of recording calls in the call center to ensure that agents are properly following scripts, to measure customer satisfaction and to assist in proper coaching and training of call center agents. Additionally, most call centers use call recording solutions to determine agents' and groups' performance for the purpose of merit raises or promotions.
Increasingly, companies are using call recording in combination with analytics to draw out the most information possible from the interactions in order to determine what it is their customers are asking for and how they can better be served, and how call center operations procedures can be streamlined to save time and money. But one of the most critical functions of call recording/quality monitoring solutions is to identify those agents who are hurting the company overall, sometimes with just a single call.
