SolutionsTrends and thoughts

Being Seen and Heard

By September 2, 2014 August 3rd, 2017 No Comments

MP910216359Do you ever get the feeling that you’re being watched? Well, Britain is the most ‘watched’ country on the continent. Everyone lives in a ‘surveillance society’ where our movements are monitored by a mass of Close Circuit Television (CCTV) cameras: there are up to 4.2m CCTV cameras in Britain, about one for every 14 people, to be precise! These cameras monitor our every move whilst we are out and about leading our daily lives 24/7. Is there really a need to be monitored to such a degree?

On one hand, it could be argued that CCTV cameras serve as a potential deterrent to those within society who prove to be disruptive and troublesome – any incidents that occur can be recorded and used as potential evidence against those individual/s involved in any incidents or displaying any anti-social behaviour – CCTV can be an effective method of capturing criminals etc.  On the other hand, the majority of European countries do not monitor their residents to such an intense level. It begs the question, is such an intense level of scrutiny necessary?

CCTV encompasses visual monitoring, recording where you are seen; call recording software, involves audio monitoring, where you are heard – recording calls is crucial. This type of monitoring serves to record interactions between two callers, for instance, between a customer and agent. These interactions are monitored for a variety of reasons from tracking any possible disagreements between a caller and a customer; quality assurance – ensures that the appropriate ‘phone etiquette’ is being adhered to by the agent; performance of the agent – the duration spent during a phone interaction between an agent and customer – could the agent speak for succinctly in their delivery? This type of monitoring can be used for training purposes to ensure that ‘weaker’ agents are performing to their optimal levels.

What types of monitoring does the Verba Call Recording System employ?

The Verba Recording System can monitor interactions in the following ways:

  • Screen Recording  – for instance, where a contact centre agent’s desktop is recorded during phones call into a compressed video file
  • Silent Monitoring – allows listening into ongoing conversations, without disturbing the phone call.  For instance, a line manager may monitor an agent’s performance during their interaction with a customer
  • Call recording – voice/video/ IM, quality assurance and legal compliance

Whether it is our daily movements or our conversations, monitoring of some nature tends to take place when we are out and about or when we contact certain companies – it is part of our daily lives. It may be perceived as ‘snooping’ in certain quarters, but it actually serves a crucial purpose. Who knows, Big Brother may be watching or listening to you right now!

For further information, contact one of our experts.