Often, quality scores actually dip at first, because there is simply more to evaluate. They can listen to calls and view screens, pointing, clicking and typing evaluations all at the same time. Call center management also can validate incentive promotions by cross-checking data with actual voice conversations. The actual screen capture application and database should reside on a separate server. CTI call details and compressed, digital voice files also should reside on a server.
Management can request an agent screen test of the screen-capture application under consideration.
Conclusion Human resources represent approximately 70 percent of the entire investment in a call center. Fifteen percent of that budget is spent on technology and the remainder pays the phone bill. In this high-turnover industry, training is absolutely essential for maintaining consistent, quality services and for retaining both customers and employees. Voice monitoring is now a widely established technique for improving call center productivity and quality. Now that the products are here, screen capture will help boost call center productivity and performance levels like never before.