Contact Center Call Recording and Contact Center Screen Recording
Call recording and screen recording to enhance the agent’s performance
With our contact center call recording solution, you can record all of your inbound and outbound calls, which would allow you to measure an agent’s performance and understand whether customer issues are getting resolved. Our contact center screen recording solution gives you a better look at the agent’s workflow and actions to resolve a customer query.
Request a DemoEnhance your contact center with call recording and screen recording solutions
Secure, compliant, and efficient recording features.
Comprehensive recording
Capture and score all communications, including voice calls and on-screen activities, for future review and analysis.
Advanced search
Filters like date, time, customer, and keywords streamline the process of finding recordings that improve efficiency.
Robust compliance
Compliance with PCI-DSS, HIPAA, and GDPR, protecting sensitive information, and ensuring legal adherence.
Why ClearTouch’s Call Recording and Screen Recording?
With our platform, you can automatically record calls without any manual intervention across multiple sources, such as phone lines, VoIP, and mobile devices. Users can tag the recordings, making it easier to categorize and search.
You can schedule recordings of all screen activity, allowing supervisors and managers to decide if the agents followed the right approach to address a customer query. Besides, it supports customizable recording options by defining the settings, such as recording area, audio input, and video quality.
Managers and supervisors can evaluate the quality of calls using recordings – customer satisfaction, compliance, and adherence to best practices. This can act as an input for the training and coaching of agents.
Explore all of our contact center software features
Our Credibility
We have implemented our solutions to more than 1500 businesses worldwide across verticals. Listen to this—we haven’t had a customer churn in our last seven years of operations in India.
We have industry-specific expertise and can help you with good practices across domains like BFSI, BPOs, Collections, Healthcare, Retail, Automotive, Manufacturing, eCommerce, and Fintech.
With unparalleled features and integrated infrastructure, you don’t have to look beyond ClearTouch’s call and screen recording.
Our Call and Screen Recording Advantage
Check out all the benefits for your business.
Performance evaluation
Organizations can evaluate the performance of agents using call and screen recording. By reviewing calls and screen activity recordings, managers can identify strengths and weaknesses and provide feedback to help agents improve. Besides, recordings allow training of new hires and advanced training of existing resources to get them up to speed.
Dispute resolution
Call and screen recordings offer an accurate record of interactions, and can solve a lot of customer disputes and act as a verbal contract. It can also protect against lawsuits and disagreements.
Customer experience enhancement
By analyzing recordings, businesses can gain deeper insights into customer preferences pain points, and expectations. This information can be used to refine processes, improve service delivery, and enhance overall customer satisfaction.
Performance metrics and analysis
Recordings enable detailed analysis of key performance metrics such as average handling time, customer sentiment, and adherence to scripts. This data helps managers track performance trends, set benchmarks, and implement strategies to boost efficiency and effectiveness.
We managed to roll out our platform for 500 agents within 2 days for a leading bank
We managed outbound and inbound campaigns for a leading bank within two weeks – making it easier with our Interactive Voice Response (IVR) and Automated Voice Broadcasting
Frequently Asked Questions
What is a contact center call recording?
Call recording is the process of capturing audio associated with phone calls. The conversation between a customer and an agent is recorded – it can be stored, retrieved, and evaluated per your business needs.
Contact center call recording refers to the practice of recording telephone conversations between customer service representatives and customers in a call center setting.
What is contact center screen recording?
Screen recording is recording the activities on the agent’s screen when the customer is having a conversation with the agent.
Contact center screen recording would allow you to retrieve the agent’s type and quality of action when addressing the customer’s needs. This would help you understand your agents’ quality and help in their training.
How does call recording and screen recording work?
Call recording and screen recording works by using specialized software integrated into the contact center’s communication system. When an interaction begins, the software captures the audio of the call and the activities on the agent’s screen. These recordings are then securely stored in a centralized database, where authorized personnel can access, review, and analyze them.
Why use call recording and screen recording software for contact centers?
Call recording and screen recording ensure that organizations comply with laws and regulations regarding customer consent and notifications. Recorded data is very effective when disputes arise about customer service standards.
Is call recording legal in India?
It is legal as long as the other person, in our case, the customer, knows that the call is being recorded. That’s why you usually hear the message, “This call is being recorded for quality and training purposes.” The customer gives their consent before the call is recorded, and they have the option to disconnect. The recorded data is permissible to be used as evidence in law courts.
How can businesses ensure compliance with call and screen recording regulations?
Businesses can ensure compliance by:
- Staying informed: Keeping up-to-date with relevant regulations and legal requirements.
- Implementing policies: Establishing clear policies and procedures for recording interactions.
- Providing notifications: Informing customers and agents that their interactions may be recorded.
- Securing data: Using encryption and access controls to protect recorded data.
- Regular audits: Conduct audits to ensure compliance and identify potential issues.
How do recording and analytics work together?
Your recorded data has funds of information that you don’t tap at all. Only 2% of the recordings ever get listened to, and the remaining 98% just lie in the storage servers.
Now, apply analytics to it, and you will get enormous insights. It can act as input for your product management teams, customer service, and customer support teams, aid in agent training, and help capture misselling, compliance & privacy issues.
What are the benefits of contact center call recording?
a. It can help you resolve disputes.
b. It can help in upselling and cross-selling
c. It can help in skilling the agents better to address customer needs
d. It can help you understand your customers and the market better
e. It can improve customer service.