Call Center Management Feature Article
October 17, 2012
Best Practices for Effective Call Recording in Call Center Management
By Amanda Ciccatelli, TMCnet Web Editor
An effective call recording system increases efficiency and productivity for agents and managers in the call center, and ultimately improves customer retention. Within call recording software are training components, performance reporting and implementation services, which together improve call center operations.
But since people are still necessary to implement the technology and maximize its impact, call recording software alone is only the first step in leveraging the system’s benefits.
In a recent blog post, Monet Software shared its best practices tips for call center managers and agents, covering every phase of call monitoring system implementation.
First of all, before the call recording system is installed, every employee in the call center should be aware of why it has been introduced and how it works. This should be done by also emphasizing that it’s not an introduction of “Big Brother,” but instead a way to improve overall performance.
Then, decide which areas of the call center should receive the most attention from the call recording capability. The measures used previously to determine quality standards will need to be revised or replaced now that managers can consult a wide array of metrics on every customer encounter.
Additionally, there are legal issues that influence call recording, so be sure to clarify how recordings will be logged, who will have access to the stored data, and whether the software is compliant with the Federal Communication Commission (FCC (News - Alert)) and other government organizations.
After the call recording system is installed, most call centers find that agent training is one of the key benefits of the software. So create a system for how to incorporate recorded calls into training sessions that include breaking down the call into sections, customer interaction time, and how each agent fulfills the procedures established at the time of hiring.
Lastly, use the data generated by a call recording system to review scheduling of agents, whether at one or multiple call centers. Make relevant adjustments to reduce the wait time on incoming calls, or any situations where agents are in periods of non-activity.
Overall, finding the right formula to avoid overworked or idle employees can have a significant impact on the call center’s efficiency and productivity.
Edited by Braden Becker