Call Recording

[sodini]

I manage a small group of TSR's and I was wondering if anyone can give me some advice as to what are the best ways to record phone calls for training purposes. What are some of the systems that other people are using and finding beneficial? Any info would be greatly appreciated.

[Jim murphy]

Sodini,

What are your intentions for recording the phone calls? How long do you need to store the calls? Is there a large amount of representatives or centers to receive/make calls? I have assisted other call centers with the implementaion of a solution that allows the calls to be recorded and stored.

I am available to discuss further the options if you like. You can contact me at 1 866 432 8273 ex 1091

Regards,

Jim Murphy

[coreyjl]

I've seen a number of methods used for training and coaching.
I know a number of people that record new agents more often, setting them up in a "rookie" queue. Some people only save recorded calls that last for a particular time threshold.

The goal is not to go too overboard, steering clear of the "Big Brother" label. You'll need an accepted grading form also if you want to keep your people happy.

I would be happy to refer to various products out there, let me know what type of PBX you're running on and I'll try to help!

Corey
248-960-6628