The ability to monitor agent
interactions with callers is an
important tool for call center
supervisors in ensuring quality.
Previously, call center supervisors
used a somewhat cumbersome process to
monitor calls in real time through the
phone system. The purpose of this
project is to provide a new call
recording system that automatically
schedules and stores recordings of a
percentage of calls handled by agents.
The system allows supervisors and
managers to access the system from
their desktops to define business rules
and other settings to target which
agents and which types of calls need to
be recorded. The system will also
record screen shots that detail the
screens accessed by agents and their
keystrokes throughout the call. Audio
recordings and screen shots are
synchronized during playback. In
addition to evaluating agent
performance, recordings and screen
shots can be saved and used in training
classes and individual coaching
sessions. Agents are also able to
initiate recordings during threatening
or otherwise problematic calls. The
system also provides helpful tools for
evaluating agents and reporting
features as well.
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