call centre ip telephone call recording software

CallRex VoIP Recording and the Call Centre

Call centers have one thing in common. Regardless of the call center size, the industry or the technology, the call center is the public face of a company. The customer’s call center experience is a key driver of a company’s success.

Research by the Technical Assistance Research Project (TARP) demonstrates that 96% of unhappy customers will not report their frustration to the company. Of those unhappy customers, over 90% will simply not come back. And they’ll tell ten people about their bad experience.

Call Resolution
The biggest driver of customer satisfaction in a call center is call resolution. Call outcome is the key criteria of a successful call centre: policies and procedures, call flows and escalation policies: all exist to ensure customers have a positive experience and their needs are accurately addressed.

CallRex Can Help
CallRex gives managers the tools they need to improve call centre productivity and exceed customer expectations

CallRex enables call center managers to monitor their employees, appraise their skills, and coach them to improve their performance.

In many call centers, employees are evaluated on call production metrics such as the number or length of calls. These are, at best, imperfect measures of what matters: call outcomes and customer experiences.

CallRex allows call center managers to monitor live calls and review recorded calls from a customer’s perspective. Coaching and evaluating employees with recorded calls drives better practices.

Dispute Resolution and Call Centre Morale
Larger call centers have long had access to call recording and monitoring, but the adoption of IP PBXs has now made the benefits of call recording available to smaller, informal call centers. Without the benefit of CallRex, customer disputes often result in call centers taking responsibility for customer errors.

A CallRex customer put it best: Tom Kriplean, Technology Director at U.S. Oil Co. says, "We used to assume that the mistake was ours. Now our sales associates can say, 'As you know we record all of our calls. Let me check that conversation and I’ll call you right back.' . . . We still want our customers to be happy, but it changes the dynamic of the call, and can save us lots of money on special shipping the customer might otherwise demand."

The increase in call center morale will be measured by increased staff confidence and stability, and decreased stress and turnover.

CallRex and CallRex Multi-Media

CallRex plays a key role in many call centers’ efforts to verify legal compliance.

In addition to documenting verbal interactions, CallRex Multi-Media allows companies to track and record computer activity along with telephone calls to create a complete record of employee actions. CallRex Multi-Media helps prevent abuse by encouraging employees to rise to a new level of vigilance.

CallRex works with some of the most popular call center solutions, including:

- Aspect Communications
- Artisoft/Vertical
- Aspect
- Avaya
- Apropos
- Computer Telephony Solutions
- Concerto
- CosmoCom
- Comdial
- Database Systems
- Digisoft Computers
- Digital Techniques
- Drextec
- EasyRun
- Edify
- Envox
- eOn Communications
- Noble Systems
- Nortel
- Norstan Communications
- Orion Market Intelligence
- PakNetX
- Parsec Technologies
- Portage Communications
- prairieFyre Software
- Siemens
- Stratasoft
- Symon Communications
- Taske Technology
- Tekno Industries
- Telecorp Products

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