About Our Customer
Our customer is a leading financial institution with a focus on providing exceptional customer service.
Their Challenge
- Banking is highly regulated, and banking laws require that transactions need to be recorded and stored as evidence of agreements and liability of all involved.
- Understanding call volume trends across different sites, agents, and directions was a time-consuming. It requires manual data analysis and report generation, hindering real-time decision-making.
- Taking notes while actively listening to a call can be challenging and lead to missing details.
How our Recording Helped?
Our Automatic Call Recording goes beyond simple capture to provide a complete solution with high-availability architecture for uptime and automated media lifecycle management, including backups and automatic archiving to various storage destinations such as NAS, SFTP, and FTP servers.
Thanks to Call Analytics Dashboard, those challenges are addressed by providing a central location for visualizing real-time and historical call data, leading to more informed decision-making and improved call center operations.
Interactive call playback with note-taking allows users to capture key points and insights directly within the recording. This facilitates easier review and analysis of the call content later.
Benefits to business
Dispute Resolution and Compliance: Recorded calls serve as a valuable resource for resolving customer disputes or complaints, this data can inform strategic decisions, improve customer service processes, and enhance overall customer satisfaction.
Quality Assurance and Training: Recording calls allows managers to monitor and evaluate agent performance. They can provide feedback for improvement, identify training needs, and ensure compliance with company policies and standards.
Operational Efficiency: By identifying best practices and areas needing improvement through call analysis, call centers can optimize their operations. This leads to increased efficiency, reduced operational costs, and improved overall performance.
