Voice Logger

Once used solely as a means to verify agent conversations with callers, Call Recording or Voice Logging systems have seen their utility expand greatly in recent years (see Call Recording and Quality Monitoring). No longer are they merely a means to prove that an order was placed, that the caller didn't say that it was an emergency, or that an agent wasn't rude (or confirm that the caller was). They allow for specific calls to be easily searched for and then sent to clients using a variety of methods, although email is the most common. Recordings – either selected ones or all for a particular client can often be posted on a secure, password-protected Website for access by clients to monitor or spot-check their call center's work, as well as to review a specific call for any number of reasons.

Voice loggers also make an excellent training tool. First, they may be used by trainees to listen to and critique ideal and less than ideal examples of real calls. Secondly, they may be used for self-evaluation, by new and seasoned reps alike. Another increasingly common use is for agent quality control, where calls can be selected at random and then evaluated according to a call center's quality criteria. Some systems have the means to link the agent audio of a call to the corresponding call record or screen capture, to imbed quality assurance assessment tools, or to join disparate sections of a call or transaction into a single recording.

HKG ROX support all major logger technologies e.g. variant, Nice etc., in its all flavors e.g. trunk side, station side etc., and ensure its committed client SLAs.