Quality Management & Recording

Quality management applications are used for measuring the quality of the service provided by agents and for improving the overall performance of a contact center. A quality management system automates recording of voice and desktop activity through the use of CTI and provides tools for contact center management to measure agent quality. Interactions are analyzed, stored if necessary and automatically scored – as a result identifying calls that do not meet pre-defined quality requirements (long holds, multiple transfers, silent periods, and the use of inappropriate language by agent or customers). The system then alerts managers to take immediate action, such as bridging an agent's knowledge gaps, or getting to the root of a problem and resolving it.

Recording requirements for call centers vary between selective recording, recording-on-demand and full time (total) recording. Important factors in selecting a solution are the security of the original recording, compression rates (less space and bandwidth for more recordings), and support for recording in VoIP, traditional telephone and hybrid communications environments.