The playback feature is a key component of the Recordant system. By enabling all captured audio to be available for playback, users of the Recordant system are able to hear first-hand the interactions that occur each day, by each associate. These recordings, rich with business intelligence, support the analytical information presented in the dashboard.
Benefits |
Solution Applications |
- Listen to all or part of the interactions without the need to fast forward or rewind.
- Use bookmarks and annotations to highlight and move to key areas of the recording.
- Listen to audio through a secure, permissions-based website.
- Eliminate need to create a separate server or transfer audio files to hard copies such as tapes or cds.
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Market Research:
- Review customer feedback without the risk of information being skewed during translation by a third-party source.
- Listen to interactions for tone and emotion. Offers greater insight into customer drivers than written surveys and reviews.
Sales Force Optimization:
- Allow associates to review their interactions for self-improvement.
- Provides a broader view of an associate’s performance than sporadic, scripted reviews.
- Utilization of clip export allows associates to learn from real-life scenarios encountered by their peers. Creates more relevant training.
Compliance:
- Allow managers to review use of required language and determine if a valid reason exists for deviating from the script.
- Enable call reviews to ensure that procedure is being followed on each interaction.
Training Retention and Reinforcement:
- Retrieve archived audio to assess an associate’s skill development. Utilize past interactions as refreshers in-between training sessions.
Risk Management:
- Listen to true accounts of interactions. No interpretations or fact loss due to poor memory or lack of accurate notes.
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