As a BPO or call center outsourcer, you are potentially taking over a role your clients cannot manage on their own or don’t want to handle any longer.  Therefore, you are under enormous pressure to over-perform each and every day or you risk losing business.

With the help of the right call recording, screen recording and quality monitoring software in your arsenal, you stand a far greater chance of satisfying (if not wowing) your clients.  But first you need to pick the right solution(s) to fit your specific business requirements, which can be dramatically different from other types of businesses.

Here are the top 18 call recording features to consider when purchasing a recording solution, if you are a BPO or call center outsourcer:

Call and Screen Recording

• Centralized management of all recording data (voice and screen)
• Multi-tenancy so you can manage multiple clients independently, yet simultaneously
• Precise search querying to find the exact call recording you need to prove compliance, share with your client, settle a dispute and so on
• Scalable to thousands of seats (whether through one logger/server or by linking multiple devices)
• Open platform (i.e. open API) so you can easily integrate the recorder with your clients’ existing applications (CRM, ERP, SFA)
• Compliance-ready – Ensure the system has masking or muting capabilities to protect personally identifiable information for PCI-DSS and HIPAA
• Subscription-based, affordable pricing so you can activate and terminate licenses when necessary to support your dynamic project workload
• Same-day installation so you can be up and running immediately in support of your new accounts; this serves as a competitive differentiator for your business

Quality Monitoring

• Customizable evaluation forms so you can tailor them to your clients’ specific and varying requirements
• Custom coaching agreements commensurate with specific agent performance goals
• Calibration tables to standardize service level expectations and measure quality across sites, teams and agents
• Ability to attach agent evaluations to voice and screen recordings so they can hear what went right and wrong
• Report filtering (e.g. by date, group, department, agent, supervisor, etc.) so you can extract meaningful intelligence to improve performance
• Detailed reporting including form-level summaries, section-level details and question-level details
• Standalone product or it includes simple and multiple integration points to the call/screen recorder
• Open API so you can pull data from your CRM system into the quality monitoring system
• Open file exporting to share reports and recordings with agents and clients
• KPI tracking to measure service level, customer satisfaction, average handle time, calls handled per hour, first call resolution, adherence to protocol and others