Who will be helped by a permanent record of the conversation?
Quality Control – Verify accuracy of data entry against what was actually said. Quality Assurance – Can measure the conversations in an organised and consistent way. Call Centre manager – Can find out exactly how the centre is performing, and identify the most effective script and sales/service strategies. Agents – Can use the recording for reassurance or to seek assistance. Training Department – Can work from real live examples. Customers – Customers will benefit through the knowledge that their conversations are stored and that grievances can easily be sorted out. Who can playback the recordings? An important feature of a call recording system is that the conversation can be easily found and played-back by whoever needs it (subject to authorisation), wherever and whenever they want to. In practice this comes down to being easily able to identify and locate a specific conversation by a number of simple criteria. Other people not connected to the company network may need a copy of the
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