Centralized recording of telephone conversations

Centralized recording of telephone conversations

Centralized recording of telephone conversations is necessary to ensure control over the work of operators. This function is also convenient for training young staff or for advanced training of experienced employees, because it makes it possible, on ready-made examples, to analyze errors in building a dialogue with the client and to formulate various versions of correct and professional answers regardless of the situation. It is worth noting that the work of call center operators is quite complex and specific. During the working day they have to deal with various clients, including frankly ill-wishers, who can subsequently blame the operator for incompetence and unprofessionalism. Centralized recording of telephone conversations allows you to completely avoid unreasonable charges or, if unprofessionalism is actually present, take prompt action to eliminate the possibility of recurrence of such situations. The SoftERP system contains a call recording module, which also allows searching records for certain parameters - archiving information, importing and listening, which ensures its proper usability.