Voice Recording

Call center managers can easily assess the quality of the customer experience by reviewing conversations between agents and callers.

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 centers 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 Five9 hosted call center software allows you to record some or all of the calls between agents and callers, and review them afterwards. 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.

By adopting regular reviews of voice recordings, your call center will deliver on your executives’ business objectives. 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.

List of Voicemails and Recordings for an Agent

View Larger Size