Call Recording Server

Quality Assurance Monitoring

The Accel Computers Total Recall call recording solution is used by many prominent businesses across the country as an integral part of their call center quality assurance programs. Total Recall call recording server can be configured to record call center agents calls and provide supervisors with a grading tool to evaluate agent performance.

Paperless Order Verification

As a CTI integrated solution, the call recording server can be programmed to record certain types of calls based upon the call data. Alternatively, the systems external data interface allows businesses to attach vital customer account information to the recordings. Instead of delaying transactions waiting for caller written verifications the Co-nexus Total Recall server will record the callers order verification and then provide simple search engines to quickly locate the recorded call.

Dispute Resolution

Recording agent / customer interaction helps businesses resolve disputes that may arise during this exchange of information. It is critical to Customer Service managers to pinpoint the breakdown in communication. Did the agent deliver the wrong information or did the customer mistakenly process incorrect information from the agent? These Service managers listen to the call recording to determine what actually happened.

Liability and Transaction Recording

Total Recall call recording solution helps insulate your business from liability by creating a permanent archive of call recordings. In the event litigation issues regarding a financial transaction executed over the phone the recording of the conversation can be used to bolster your case.

PC Screen Recording

In addition to capturing the voices of the call, the call recording servers can also capture all of your employees’ PC activity during the course of the recorded call. By capturing the agent / customer phone call as well as the agent PC activity you can verify that agents are using your software appropriately.