The benefits of call/interaction recording and consolidationto improve performance possess a common thread; having a single record of what was said or done.This blog post addresses how recording can help in situations when the defensive aspect of having to prove or disprove violations, and what error, if any, occurs.
When outages or other events occur, communication issues are often at the core of critical failures and sentinel events. Utility companies usually conduct post event debriefings to better understand how communications errors may have happened.If calls and other interactions were recorded, the communications in question can be revisited and can determine if regulatory or policy violations occurred. If violations did not occur, the recordings can be used as proof of compliance.
Additionally,disputes often need to be resolved following an outage or other event. Everyone has their version of the event or issue, and providing the captured interaction and recorded information can provide proof in the dispute resolution process. Having accurate records mitigates issues, saves time and money.
Throughout this series of blogs, the advantages of a digital, integrated, and secure recording and interaction capture system have been outlined both for performance improvement and defensive purposes. Altitude Enterprise Recording is instrumental for achieving the benefits noted throughout this series.
Want to learn more about the benefits of interaction recording? Read article to see the
Contact centers are continually tasked with goals, key performance indicators, and regulations. Management often uses grading and scoring of agent interactions with customers to guide best practices and standards. Sometimes the chosen KPIs for agents focus.