Talkdesk – A New Breed of Call Center Software

Call recording is a common call center practice. Call recording can be a valuable tool, but it must be used carefully. The burden is on the call center to make it a priority to be compliant with all relevant call recording laws, rules and regulations. Failing to do so can have significant consequences, including fines and legal action. This post is designed to provide a basic background on call center call recording and to point call center managers in the direction of resources.

Call recording is the process by which inbound and/or outbound calls to a call center are recorded. This may include the use of functionalities like manually pausing and resuming live recordings by the agent from the call center software interface. The recorded files are often stored within the call center software database after the call ends for either a discrete or indefinite amount of time.

Why is call recording used in call centers?

Call center call recording is a widespread practice across industries. So much so that many callers are familiar with the call center greeting that states, “This call may be monitored or recorded for quality assurance purposes.”

That disclaimer hits at the heart of call recording’s purpose: quality assurance. Call recording can enable call center managers and agents to review the content of calls to analyze performance, determine best practices and identify any compliance issues. This may help in better meeting the needs of customers, ensuring that the team remains compliant with regulatory guidelines and improving customer service quality.

Talkdesk is a service that transform manual call center into full integrated call center service web based that recording all call. With Talkdesk you can help your team achieve its maximum potential with call monitoring capabilities and customized reporting. You can respond instantly to the changing needs of your business.

Also Talkdesk eliminate the need to transfer callers from agent to agent. With skills-based routing and interactive voice response (IVR) systems, callers are routed to the right agent the moment their calls connect. And reduce average handle time and increase agent efficiency with automated workflows. When you have Talkdesk do the heavy-lifting, your agents will have more time to do what they do best: foster customer loyalty.

Talkdesk is Simple. Setup, management and tasks such as designing an IVR or adding agents are fast and easy. Self-service maintenance can be handled with easy clicks, not complicated code.The agent experience is so easy that you’ll have more time to focus on what really matters, your customers.

Talkdesk also open to modification. Get innovation at your fingertips and design the best contact center for your needs with Talkdesk’s open platform. Continually adapt and improve your contact center with more than 30 out-of-the-box integrations, a full suite of APIs and AppConnect, the first enterprise app store with one-click installations.

Talk desk is Smart! It cleverly designed software helps you make the most of your customer interactions. Customer sentiment insights, comprehensive real-time reporting and contextual information make for more personalized and relevant customer conversations. Better interactions lead to happier customers and increased loyalty.

For summary, Talkdesk can sync information with your CRM, helpdesk, chat and e-commerce platform, easily assess your call center’s performance to optimize KPIs, and everage helpful tools to increase your team’s productivity.

 

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