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Home > GOLDBOOK 2004 > BPO CALL LOGGING: Driven by Quality |
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GOLDBOOK 2004
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BPO CALL LOGGING: Driven by Quality
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Continued from page: 1
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| Thursday, March 11, 2004 |
Buying tips
- Map your business needs before deciding on the kind of voice call logger.
Answer questions like what you want to do with the logged voice. For what
purpose do you want to retrieve it? Do you need to log data and screens and
maintain coordination between the two?
- Storage is very important for voice-logging solutions, so find out the
kind of storage and compression technology being offered by the product.
Storage capacity requirement will depend on the duration and number of voice
calls logged along with the archival medium and frequency of retrieval. The
storage capacity should be around 11000+ channel hours, and a single 120GB+
drive may be sufficient.
- The call logger should be able to store the recordings on network drives,
like SAN or NAS, without requiring to procure proprietary storage or
archiving devices.
- Once the voice calls are stored, it is equally important to ensure that
there is a good retrieval mechanism in place. The lack of a good retrieval
system can cause unnecessary delays.
- A good playback mechanism is important. However, it depends on individual
requirements—whether, the business process requires a proprietary player
to maintain confidentiality, or it can do with any standard player.
- One should check the compatibility issues with the player used for
playback—whether it can play audio formats like .vox and .wav.
- For upgrades, look at the base chassis scalability in terms of ports and
number of such units that can be cascaded.
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Look for productivity enhancement tools such as quality
management (QM), business intelligence analytics (BIA), and actionable
intelligence. These have to be a part of the call logger and some don’t
come with these features.
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In terms of scalability, call loggers must be capable of
supporting the growth needs in terms of simultaneous call and screen logging
functionality.
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Call loggers must be able to integrate smoothly with
leading ACDs and dialers.
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Call loggers should be able to function in a hybrid
scenario, that is, support both TDM and IP.
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It should have the ability to intelligently analyze
recorded calls based on the business rules and automatically push them to
relevant people in the organization for further action.
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It should have minimum implications on network bandwidth.
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It should have a centralized, database and recording
capability for multi-site deployments.
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