What are Call Recording Analytics?

Call recording analytics provide insight and data that helps give your business competitive advantages. By studying recordings of the interactions between customers and your call center and customer service representatives, you can learn more about customer needs and how they’re being handled. Learn more about analytics that create consistent call center service and reveal training opportunities.

Businesses can have visibility into how a local area network (LAN) and a wide area network (WAN) are performing using network monitoring software. They can capture data and analyze it to uncover traffic sources, how the network is utilized, latency periods, peak usage, and how much capacity is used. Administrators will also be able to use insights gained on behavior, performance, and traffic patterns so that they can change bandwidth requirements as needed to enhance networks resources. Downtime is costly and can be prevented when an organization’s critical network devices are monitored. Network vulnerabilities and configuration issues can be found, as well as unauthorized use of peer-to-peer file sharing applications. Denial of service attacks can also be pinpointed. The call recording analytics solution can also automate tasks, such as sending email and text notification alerts when issues arise.

Organizations rely on voice and video conferencing to communicate. Applications that support these functions require intensive bandwidth use, and network performance, therefore, needs to be at its optimum. Workers rely on functions such as real-time voice, video, and desktop sharing when having calls or meetings. Data is constantly being sent through email, chat, or application traffic. To support these data transfers, network performance needs to be constantly monitored and optimized. Users should expect seamless communications with no downtime spent encountering or having to handle errors. Whether the networks are wired or wireless, administrators need insight on systems and analytics performance, as well as cloud resources status and performance, every minute of the day and every day of the year. The parameters set through the call recording analytics solution can be customized and managed by a network operations center, which is particularly helpful if you have a small or no IT department.

Using network monitoring software and gaining insights from analytics helps make customer service agents perform their jobs better. They will have better tools to work with and get faster feedback on their performance. Because managers have increased visibility into their teams’ results, they can provide immediate feedback and take action soon thereafter. Customer experiences should improve as a result. Analytics also help management with forecasting future agent demand and predicting possible customer issues. If cross-selling and up-selling is part of a customer service representative’s duties, the representatives will have better information and knowledge that will help them increase revenue and maintain a positive customer relationship, which in turn, benefits the organization.

Analytics derived from call center and network performance provide insights into what can be improved so that systems stay operating and functional and call center employees can be successful. Results and findings can be used to quickly improve execution so that customers are satisfied and revenue can grow.