Voice Recordings
Call Recording: Voice Recordings for Call Centers
With Frontier, you can access voice recordings of all calls made to measure customer satisfaction and agent performance. Voice recordings of both inbound and outbound calls are automatically recorded during the conversation. You can easily access these recordings by filtering them by criteria such as date, customer representative, queue, or tag. You can evaluate their performance by filtering on an agent basis. If you do not want to keep a record, you can disable the voice recording feature at any time.
Easily Access Voice Recordings
Frontier technology allows you to download and back up voice recordings on your own device. In cases such as incorrect actions during a call, customer objections, or performance evaluation, you can download the recordings to your computer, store them in different folders, and easily access them. Recordings are downloaded to your computer in .wav format. If you do not want to download them to your computer, you can use Frontier’s tagging feature for quick access to the relevant recording.
Access Your Call Recordings from CRM
Frontier easily integrates with web-based business applications thanks to its ready-to-use APIs. If you have a CRM software that works with Frontier, you can access the voice recordings of previous calls as a URL on the relevant customer page. You can view the reason and date of a previous customer’s call, so you can quickly access the relevant recordings in case of possible objections or complaints. Thanks to this feature, you can provide solutions to your customers in a shorter time and with less effort, thus increasing satisfaction.
Back Up Your Voice Recordings on Local Servers
Frontier’s cloud call center system provides high accessibility to voice recordings at all times with its strong and redundant infrastructure. In addition, if you request, the voice recordings stored in the system can also be backed up on your local servers. The transfer of voice recordings can be securely carried out over the FTP protocol.
Contribute to Agents' Development
In Frontier, customer representatives can listen to their own voice recordings according to the authorizations determined by the system administrators. System administrators can also be given the authority to listen to and download voice recordings. With the defined authorizations, agents can review their performance by accessing their own call records and make evaluation processes more efficient by using quality management tools.
Report Your Service Quality
Call center operation managers or the quality team can easily measure the performance of agents and the overall service quality thanks to voice recordings. They can filter the recordings on an agent or skill basis, evaluate the calls according to the determined parameters, and share the results directly with the agents. This way, agents can contribute to their own development by listening to their recordings along with the feedback they receive.
How Can We Help Your Business To Grow?
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