What is a Call Transaction Record (CTR)?
A Call Transaction Record (CTR) is a comprehensive log of a customer interaction within a contact center, capturing detailed metadata such as timestamps, agent involvement, call duration, routing decisions, and system events. Unlike Call Detail Records (CDRs), which primarily focus on telephony data, CTRs encompass the entire lifecycle of a customer contact, providing a holistic view of the interaction. This detailed information is crucial for analyzing customer journeys, agent performance, and system efficiency.
Benefits of Call Transaction Records
Call Transaction Records help drive continuous improvement by:
Providing a full view of interactions for deeper customer insights
Enabling detailed assessment of agent performance and coaching needs
Pinpointing system bottlenecks and optimizing call routing strategies
Supporting regulatory compliance with thorough interaction documentation
Supplying data that informs strategic planning and process enhancements
Cloud-Based Agility
Moving to the cloud will allow for faster, easier deployments, seamless upgrades, flexible scalability, and reduced capital expenditures associated with on-premises systems.
Connected Journeys
The contact center should support customer journeys across web chat and social messaging apps like Facebook Messenger, WhatsApp, and others.
Omnichannel Unification
Shoppers will be coming in from many different channels, so it will streamline the customer experience to route interactions using the same logic.
Customer Context
Agents must begin the conversation right where the customer left off online. When the customer’s needs are transferred to an agent in real time, your brand is creating a seamless transition from web to contact center. Remove customer stress, unneeded customer repetition, wasted time, and deliver a world-class customer experience
CRM Integration
Customer relationship management (CRM) system integration can improve the shopper experience by using CRM data to find the last person spoken to, use shopper purchase history to find the best expert, etc. In addition, once the connection occurs, your staff can access past interaction history and CRM information to understand the customer’s journey and deliver a more personalized experience.
Artificial Intelligence (AI)
AI can deliver next- best-action recommendations and assist in responses that will improve conversion rates, increase shopping cart value, and speed up responses.
Real-Time Management
Supervisors should monitor messaging interactions in real time and assist if needed, even if they are not in the same location.
AI & PCI Compliance
Intelligent virtual agents (IVAs) can automate payment processing across digital channels and reduce your compliance risk by collecting sensitive customer data without revealing it to a human agent. Make sure that the IVAs can easily integrate with your payment gateways.
