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call_recordings [2018/08/21 11:30] 127.0.0.1 external edit |
call_recordings [2019/08/09 10:11] (current) lisa.illgen_concentrix.com Added Anchor Links |
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| ==== Call Recordings ==== | ==== Call Recordings ==== | ||
| **// Enable end-to-end call recording if at all possible //**\\ | **// Enable end-to-end call recording if at all possible //**\\ | ||
| - | When it comes to getting both quantitative and qualitative information to guide iterative improvement of an IVR, there is no substitute for end-to-end call recording -- providing a recording of everything the caller hears and does when dealing with the IVR and, if transferred, with the call center (hold time, hold experience, agent-caller interaction). The resulting data is powerfully valid because it is based on real calls made by real users trying to do real tasks. As Lewis (2011, p. 122) stated: | + | When it comes to getting both quantitative and qualitative information to guide iterative improvement of an IVR, there is no substitute for end-to-end call recording -- providing a recording of everything the caller hears and does when dealing with the IVR and, if transferred, with the call center (hold time, hold experience, agent-caller interaction). The resulting data is powerfully valid because it is based on real calls made by real users trying to do real tasks. As [[references#lewis2011|Lewis]] (2011, p. 122) stated: |
| "Data doesn’t get any better than that. Even though the sample size of the data (the number of calls) in call logs will be substantially greater than the number of transcribed end-to-end calls, call logs cannot provide the richness of knowing exactly where in a prompt or message a caller barged in, or exactly where a poorly timed message caused the caller to stutter, resulting in a misrecognition." | "Data doesn’t get any better than that. Even though the sample size of the data (the number of calls) in call logs will be substantially greater than the number of transcribed end-to-end calls, call logs cannot provide the richness of knowing exactly where in a prompt or message a caller barged in, or exactly where a poorly timed message caused the caller to stutter, resulting in a misrecognition." | ||
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| Ideally, the calls are recorded end-to-end, but even recordings that only capture caller interactions with the IVR can be valuable in guiding redesign. | Ideally, the calls are recorded end-to-end, but even recordings that only capture caller interactions with the IVR can be valuable in guiding redesign. | ||
| - | Larger sample sizes are generally preferable, but it is possible to get substantial information from as few as 100 calls (Cohen et al., 2004). | + | Larger sample sizes are generally preferable, but it is possible to get substantial information from as few as 100 calls ([[references#cohen|Cohen et al., 2004]]). |
| - | In addition to enhancing the discovery and resolution of usability problems, the analysis of end-to-end calls can also provide (Alwan & Suhm, 2010; Lewis, 2011; Suhm, 2008): | + | In addition to enhancing the discovery and resolution of usability problems, the analysis of end-to-end calls can also provide ([[references#alwan|Alwan & Suhm, 2010]]; [[references#lewis2011|Lewis, 2011]]; [[references#suhm2008|Suhm, 2008]]): |
| * The distribution of different types of calls | * The distribution of different types of calls | ||