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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Dominican Republic Offers Significant Call Center Opportunity

Growth within the contact center industry is always a good thing, even if this growth is in the international market and not necessarily here in the U.S. From 2006 to 2010, the global industry has frown from $52 billion to a $76 billion business. For the Dominican Republic, the opportunities are significant.

As industry projections show the global contact center market growing at an even faster pace in the future, those investigating the Dominican Republic as an option can find much to consider. In this tropical Caribbean nation, already more than 65 call centers exist.

According to Eddy Martinez, secretary of state and executive director of the Dominican Republic’s Export and Investment Center, “The call center business in the Dominican Republic has shown dynamic growth despite the global recession. For the most part, these call centers are located in free trade zones within the capital city of Santo Domingo, with other facilities operating in Puerto Plata and Santiago.

BPO firms and investors are attracted to the Dominican Republic by many factors, including the country’s close proximity to the United Stats, a strategic geographic location for the BPO industry. Significantly, the island nation has the most advanced telecommunications network infrastructure in the Caribbean and one of the 10 best in the world.”

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