Ensure Call Recording Assurance For Call Center Businesses

Most of the contact centers are depended on the metrics and gathered data to improve customer services and shape excellent customer experience strategies.

Hence, recording calls makes sense. And on the other hand, Communication/ interaction auditing helps businesses to provide sales training, legal support, quality control, capture missed or forgotten details, performance reviews, and much more.

According to a report of "Oak Innovate", around 70% of the businesses believe that phone conversation auditing is essential for legal or compliance reasons. You can also choose qa call center at callcriteria.com/6-roles-of-quality-analysts-for-call-centers-explained/.

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As per the regulatory guidelines for multi processes & sub-processes contact centers, a total of 100% call recording is mandatory for all the contact centers running in the country.

It helps BPO businesses to comply with strict regulations, pass legal controls, resolve disputes with customers, and protect national security, internal sales training, and customer quality assurance.

But what if they fail to record 100% of the calls?

In this tech-savvy world, most of the time it happens when 3-4% of calls fail to audit due to technical failures or errors. And, this failure turns into an unnecessary penalty and business threat to the company.

Hence, call recording monitoring has become very essential for businesses to reduce financial and business risks.

Therefore, it is very important to develop a strategy for the best customer satisfaction. This goal can be achieved by conversation recording failure notification so that businesses do not miss anything because there are chances that out of every 100 calls, 4-5 calls can fail to witness.

What is Speech Analytics?

Speech analytics can identify top performers and provide supervisors with real-life, best practice examples to help lower-performing agents improve.

Understanding where inefficiencies occur in employee performance helps organizations improve productivity and reduce operating costs.

A process to evaluate and improve the performance of the call center representatives is known as Speech Analytics (SA). You can also get to know more about speech analytics by visiting callcriteria.com/speech-analytics-and-voice-analytics-the-truth/.

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The process of speech analytics records the voice of the customer, analyzes the recorded calls between the representatives and the customers and tries to bring out important information.

Integration of speech analytics into a business can be very helpful if applied thoroughly. Some of the benefits that SA can provide to businesses are as follows:

Better customer relations: as mentioned, the implementation of automated speech analytics into the quality management and quality assurance areas of an enterprise helps in improving customer relations.

Better customer relations mean increased customer retention, thereby bringing overall growth of the business.


Keyword spotting: call recordings are analyzed to identify certain keywords and phrases which can prove to be critical for a business. The automated speech analytics make use of phonetics-based engines that can wean out this information.

Real-time results: the phonetics-based engine is helpful in delivering accurate and real-time results for keywords and phrases. The process can adjust to the words said in slang or foreign language.

Silence detection: the process can detect abnormal holds or pauses in a conversation, enabling the supervisors to detect areas that have workflow issues and need improvement.