Contact Center Screen Recording
To GlossaryWhat is a Contact Center Screen Recording?
Contact center screen recording is an essential element of call center quality control and compliance. On this page, we've outlined what call center screen recording is and its benefits.
Managers' ability to monitor and capture agent screens as those agents handle customer service calls is extremely useful for quality control and training purposes. It's important to see how agents navigate the knowledge base and other company systems. Screen recording, when combined with call, voice, email, chat, and text recording features, forms the foundation of a contact center’s efficiency, compliance and customer experience programs.
Important Call Center Screen Recording Features
With live monitoring, you can monitor agents' conversations and interactions with callers in real-time. Supervisors can give agents the support they need when they need it the most.
Additionally, an auto-pause and resume feature is a must-have compliance feature, automating rules for pausing the screen recording function when collecting protected information from the customer and resuming screen recording after.
One benefit of contact center screen recording is protection against theft or fraud. With advanced data management features, supervisors and team leads can monitor and evaluate all data captured to use as a basis for training or other interventions.
With Eleveo’s Omni-Channel Recording, record all your communication channels, including audio, call, screen, and video, in one place, making it much easier to improve quality management and the customer experience.
How Call Center Screen Recording Improves Engagement
With a screen recording tool that includes a live monitoring feature, supervisors can view agent/ customer interactions in real-time and give valuable insights and feedback. Supervisors can quickly assess how much time is spent on calls and if an agent lacks knowledge about a specific product or problem. Giving specific and tailored coaching and performance feedback will keep agents engaged and improve overall efficiency.
Contact Center Screen Recording and Compliance
As regulations governing compliance become increasingly stringent, ensuring you keep customer data protected at all times is a fundamental and vital business requirement. When it comes to call center screen recording, effective data management features protect privacy, keep you in compliance and prevent theft or fraud. Stay in line with GDPR, CCPA, PCI DSS and many other compliance regimes by removing or anonymizing all sensitive details from on-screen recordings.
Eleveo provides robust compliance features, reducing vulnerabilities with secure solutions that can be deployed in an on-prem, cloud or hybrid IT environment.
FAQ
What are the benefits of contact center screen recording?
The benefits of contact center screen recording are compliance with laws and regulations, and increased agent efficiency and customer satisfaction.
What is call recording in a call center?
Call recording works by capturing the audio and call activity between an agent and customer. The call can then be monitored, evaluated, or analyzed. Call recording is beneficial for training, quality management, and compliance purposes.
How does screen recording improve agent productivity?
Screen recording means that managers and leaders can help identify any potential issues with agent product knowledge or their ability to navigate the contact center’s knowledge base. Call center leaders have the ability to better train and manage agents for increased productivity and efficiency.