Call Center Management Feature Article
January 22, 2013
Boost Agent Performance with Call Recording Software
By Mae Kowalke, TMCnet Contributor
Last month word leaked that a call center rep for online shoe and apparel retailer Zappos broke the record for the longest customer service call. The lasted 10 hours and 29 minutes, what we can only hope is the rep’s entire shift.
Zappos made lemonade from the lemons, stating that the lengthy phone call was proof that the company puts customers first, even if customers just want to chat about the weather and what it is like living in Las Vegas. While the call ended in the purchase of a pair of Ugg boots, it is pretty likely that internally Zappos management might not be so happy with agents talking for several hours.
“The company ranks well in customer service even with this policy, with low average wait times, and in this case the agent was carrying out the company’s wishes of answering customer questions and making certain they were getting the information they requested – even if it wasn’t about Zappos products,” noted Monet Software on its blog.
Still, this is definitely a shining example of where call recording can aid call center management.
“One of the benefits of call recording software is the ability to review call records to determine whether agents are addressing customer concerns in a timely manner,” wrote Monet.
Call center managers cannot possibly sit in on every call, which is where call recording helps. With call recording, it is possible to monitor all calls for keywords and other metrics. Then, when these interactions are observed, there’s the possibility to go back and see what actually happened during the call. This can become a potent training moment, both for outstanding performance and that which…might miss the point.
With call recording, not only can management effectively track agent performance more consistently, it also can better teach agents. That’s because instead of a dry list of what should and should not be said or done, call recordings give agents an opportunity to actually hear good performances in action—and bad performances that could use a little improvement.
“Every call center has different guidelines for customer engagement that can be reviewed and improved through call recording software,” noted Monet. “What would be cause for dismissal at one call center may receive a glowing review from another, as this marathon conversation illustrates.”
However, the blog added, “whatever standards and practices are deemed most important by call center management, call recording and monitoring can help with training and performance review to make sure those standards are achieved – even if they permit 10-hour conversations.”
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Edited by Amanda Ciccatelli