How the Selective Recording Method Helps Contact Centers Cut Costs

Connecticut-based Coordinated Systems, Inc. (CSI) is a call monitoring software development company established in 1972. Its flagship product, Virtual Observer (VO), is a call recording and quality assurance solution that empowers businesses to improve their contact center performance at a lower cost compared to competitive, name-brand systems.

TMCnet recently interviewed Rich Marcia, marketing director for Coordinated Systems, to review the different call recording methodologies used in contact centers. Specifically, we discussed the selective recording method, which enables businesses to implement a robust quality monitoring and call recording system at a lower cost.

Selective recording delivers a sampling of calls, as opposed to logging every call. Thus, as Marcia explained, it can often be implemented at a much lower price point than call logging. What follows are excerpts from the interview:

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