The contact center management software can also help you check the quality of your inbound and outbound calls and improve on them. All calls are recorded and can be made accessible to you for your review. Tone of voice, its emotional stream, the vocabulary used by the agent, any deviation from the script — all of that can be made available and subjected to quality control.
This feature is also helpful during performance reviews. Just bring up a dozen recordings of your contact center agent during one specific period of time, and listen to all of them. You can immediately get a solid idea if he is still engaged and giving the job his best, or if he is just phoning in his performance, literally.
The same is true for the calls of your customers. During cases of complaints or unresolved issues, you can bring up the recording of a conversation between your agent and the customer. Its content will help you determine the reasons behind that communication breakdown. At the same time, you can come up with solutions that can rectify the situation, e.g. crafting the apology that will win your customer back.