Devoted to the call center industry, the agents on the phones, and their managers

Call monitoring software is always something great to have.  Most if not all recording software have the basic features of audio and screen capture plus the ability to evaluate calls and quality assurance reporting.

But, which one is the best?  What vendor should you pick?  Do you go with the major players such as NICE, Verint, Witness or Etalk?  Do you need something that offers call mining or speech technologies?  Perhaps you just need the basics such as Call Copy.

I am all for the software.  It is better to have one because it is a great tool to have for coaching, analysis and business improvement.

Simply put, if you have the money then find something that would best fit your requirements and budget.  Determine the reason why you need it.  Is it to check compliance on federal laws?  Perhaps you’d like to improve how your agents are talking to your customers.  Another reason would be to know why there are a lot of calls coming in to your center.  It can also be used for customer satisfaction and to check whether the new product you just launched is being ordered.  I can give you a long list of reasons but pick one that will achieve your business goal.

Once you know the reason, it is easier to determine whether you need a full blown system or just a simple recording program.  Believe it or not, there are still call centers that utilize tape recorders!

But, please, let’s not go there.  You’ll find it more cost effective in the long run if you just get a system.  It’s more efficient as well.