As consumers become more accustomed to self-service and less-frequent personal interactions with the companies they trust with their business, the stakes with each interaction become much higher. Many call centres are now considered the “face” of the company, and executives are eager to ensure that every caller is greeted and serviced in a friendly and accommodating manner. The solution to reinforcing and maintaining regulatory compliance comes in the form of call centre recording, a feature that monitors the interaction between your agents and customers. Our call centre recording solutions bring peace of mind to customers, knowing that their agents are following protocol. Sign up today for a free trial of our professional, cloud management solutions and reap the benefits of the call centre recording features available in our software.
The Five9 Virtual Call Centre Suite provides call centre recording capabilities that allow you to record some or all of the calls between agents and callers, or even calls that complete in the IVR, and review them afterward. Call recordings captured in the IVR can be routed to agents for evaluation or further processing using our call centre recording software. And call recordings are available via the Five9 Reporting application, enabling robust filtering capabilities to quickly and easily identify the recordings that require review. And by sending the recorded calls to a File Transfer Protocol (FTP) location of your choice, they can be stored indefinitely for compliance or agent training purposes using our call centre recording software.
By adopting regular reviews of voice recordings, your call centre will deliver on your executives’ business objectives when using our call centre recording software. You will be able to ensure a consistent and quality customer experience, make agents more effective and productive in sales and service, and improve customer loyalty. No other call centre recording solutions increase productivity and reinforce protocols that improve customer loyalty like that offered by Five9. Sign up for a free trial and enjoy all of the benefits offered when using our call centre recording solutions.