Workforce Optimization Software Featured Article

Why You Need Call Recording in Your Workforce Management

May 30, 2014
By Susan J. Campbell - TMCnet Contributing Editor

The dynamics within the contact center create opportunities and challenges for those involved. For some, answering the call to find a frustrated customer on the other end of the line is just the challenge they want on a busy day. For others, they want to try and figure out how best to juggle multiple requests across multiple channels. It’s a juggling act that requires both workforce management and call recording.

The ideal environment is one that includes both workforce management and call recording. Why? Every smart contact center leader understands the importance of tracking agent activities and behavior. You have to be sure the focus is squarely on scheduling the right agents at the right time of the day. That means you know exactly who handles calls with ease during busy hours and who may need a little lighter schedule to deliver the desired outcomes.

Workforce management can help significantly with this planning, laying out for you exactly where your key agents shine and where they may be best handling a different area. Still, you’re only capturing metrics as designed by the workforce management developer. You can understand outcomes, abandoned calls, number of calls per minute and more, but do you have a clear understanding of the customer’s experience on the call?

This is where call recording plays an important role. With call recording, you can not only listen in on live calls and whisper if the agent is having a hard time, but also retrieve recorded calls to serve a specific purpose. Using speech analytics, recorded calls can be searched for key phrases or words to identify trends. They can also be searched to identify those calls that represent the best in quality customer care.

When you pull these calls and mine for this information, you can immediately compare it against your workforce management plans to determine the best approach to scheduling for the best outcomes. It also allows you to identify those who may need some extra training and build that into the schedule without throwing off the availability percentage of the agent base. In other words, you can dynamically schedule for the coverage you need, as well as the training that is warranted.

Likewise, if an agent performs so well on the phone that they can serve as an example to other agents, his or her calls can be used to help in training. If shadowing the agent makes more sense that can be scheduled through the workforce management platform.

At the end of the day, you have to have quality agents on hand. If that means closer examination to ensure execution of schedules according to quality control needs, workforce management and call recording are the perfect pair. 

Edited by Maurice Nagle

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