Saturday, February 02, 2008

Call recording technologies are found in more than just large call centers

When people think of call recording or quality monitoring, they usually associate it with call centers, customer service centers, etc -- Dozens or hundreds of people taking thousands of calls. We also have quite a few customers running Virtual Observer in much smaller customer service centers where the call volume is much lower, yet the importance of the calls is just as high.

In one telling example, a convenience store chain has a small center with three to four service agents answering the incoming calls from store managers at the individual stores. These calls are equally as important to the business as customer service calls may be to other businesses. The calls are recorded to prevent and resolve disputes, and in one particular recorded interaction, the resulting call yielded an investigation which solved the theft of store credit cards. Read more about this convenience store's call recording implementation.

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