With Dialing Innovations, call recording capabilities allow you to record calls between agents and customers or calls completed in the Interactive Voice Response (IVR).
Call recordings captured in the IVR can be routed to agents for evaluation or further processing. Call recordings are available via a reporting application, enabling robust filtering to quickly and easily identify which recordings require review. By sending the recorded calls to a File Transfer Protocol (FTP) location of your choice, they can be stored indefinitely for compliance and/or agent training purposes.
By adopting a strategy of regular recording reviews, your call center will deliver on your executives' business objectives. Ensure a consistent and superior customer experience, help agents be more effective and productive in sales and service, and eventually improve your customer loyalty.