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A helpful tool that is used by many different types of organizations and for different applications, an audio logger can be described as a simple recording device. It can be in the form of a radio, voice or call recorder used to record analog, digital, and VoIP calls and transmissions from telephone, radio, and console sources. But audio loggers are more than just simple recording devices. Thanks to easy to use interfaces, reliable archiving capabilities and other related features, audio recorders can be used for many different applications.

At CVDS, we design several types of audio loggers intended to handle a diverse range of customer needs, as well as meet industry-specific requirements. We can also design custom recording solutions. We work with a wide variety of clients, from public safety organizations, such as police and fire departments, military and government, and even campus security. The audio logger is also commonly used in call centers, particularly by banks, financial institutions, insurance companies, and telemarketing groups. Even oil, gas, and electric companies employ audio loggers. Of course, our audio loggers are also ideal for use in the transport industry, regardless of whether the loggers are used for air, marine, or rail traffic control.

The information captured by our recorders has the potential to serve several purposes. For example, a bank may use an audio logger to capture interactions between customer service agents and clients. These recordings can later be analyzed to determine several things (Ex. to establish if clients are being serviced properly, to gage customer interest in specific products and sales promotions, or to determine the success of telemarketing scripts). Once they have this information, management can use it to improve weak areas and to come up with new sales tactics. A public safety organization may be more concerned with the accurate archiving and retrieval ability of an audio logger.

These types of recordings may eventually be used as evidence for legal proceedings, and so they must be tamper-proof. When used for military purposes, an audio logger has to be able to withstand harsh conditions along with reliably and clearly capturing information, and offering users quick and easy retrieval in case of an emergency. No matter the situation, our recording systems are up to the challenge.

Image provided courtesy of Flickr’s vlima.com.

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From small call centers to large customer service hubs, many organizations use contact center recording systems. Contact center recording provides organizations with a reliable way to record and archive phone conversations between both customer service agents and customers. Call recording technology also provides companies with many other useful features including call encryption, quick retrieval options, and playback capabilities. Of course, contact center recording is about more than simply recording and archiving phone calls. It is a valuable tool that contributes to efficiency in many areas, including call agent training, customer service and quality control (in the departments of both sales and marketing).

Calls that are captured by contact center recording systems can be used to provide real life examples during training seminars. By using actual recordings, employees in training get a much better understanding and idea of the many different scenarios they may encounter while working. Trainers and group leaders can also use recordings as examples to illustrate both good and bad ways to deal with different situations. Well-trained employees are more efficient, and are better able to provide customers with high quality customer service. In today’s competitive market, excellent customer service can help a company stand out from its competitors—it can also help them attract and retain customers.

Image provided courtesy of Flickr’s Ma.Co.

By recording and analyzing interactions between call centers agents and customers, management can determine if clients are being properly serviced. If reoccurring complaints or problems are discovered, protocols can be implemented to ensure that these problems are remedied. Customers are less likely to leave companies when their needs are met and they are kept happy. By focusing on retaining customers and strengthening relationships with current customers, companies benefit from profitable, loyal customers over the long run.

Finally, contact center recordings can be reviewed as a way to gather valuable market intelligence. For example, management can use recorded feedback to verify the success rate of promotions and sales tactics, gather customer reactions to products and campaigns, and also uncover possible up-selling opportunities. Management can then use this information to guide and plan future promotions and sales tactics, increasing the overall strength of the company.


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