Call Center Management Feature Article

February 15, 2012

Call Recording Tools Lead to Success in Call Center Management

By Susan J. Campbell, TMCnet Contributing Editor

What tools do you currently use to monitor, train and motivate your call center team? Do you rely on call recording to use as a training tool? Do you implement whisper capabilities so you can listen in on the call and offer assistance? As one in the call center management position, could your environment benefit from these applications?

A recent Street Directory report highlighted the power of call recording for call center management. The application was referred to as useful, power and integral for businesses seeking to improve customer service. Recording calls ensures you have proof of the call and the conversation, while you also seek to meet legal requirements and regulations within your industry.

Leaders in call center management today are charged with keeping meticulous records, ensuring employees are held accountable for activities during a call. Recorded calls also play an important part in training the agent base on the right way to interact with customers, and highlight areas where the agent fell down on the job.

The call recording capabilities available to call center management go beyond the audio interaction to include written notes, screen capture data and even analytics captured during the time of the call. Recorded call data is now also searchable within the database, making it easier to verify information shared by a customer, or to prove the call center operation is in compliance with industry regulations.

When evaluating call recording options, call center management should look for programs that offer more than the standard fare. The software or cloud-based solutions available today often include location reports, ROI tracking, campaign reporting tools, lead tracking, call alerts, call forwarding and more. Service providers may also offer customized or specialized tools to meet specific industry needs.

One of the most powerful uses for call recording today is in group training sessions with agent teams. Superior calls can be used to demonstrate what the agent did right in the situation. Likewise, a call that falls short can be used by call center management to demonstrate what the agent did wrong and identify opportunities for improvement.

Call center management also tend to focus on capturing sales leads, making real-time call alerts important. When an agent’s screen is immediately populated with detailed information about the caller – especially if the system is integrated with the company’s CRM – a more targeted response is given. At the same time, tracking reports can help evaluate the overall cost per lead, per call, per order, etc.

As a professional in call center management, you have a lot on your plate every day to meet the goals established by your company. With the right tools at your disposal, you’re well on your way to greater success.

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