Call Center Management Featured Article
Utilizing Call Recording as a Knowledge Base
Call recording solutions can help managers review customer interactions and rank their agents on performance so that they can identify specific areas that are lacking or need improvement. Although it is usually used to track questions, inquiries and call resolutions, Monet Software, a provider of call center solutions, has a technology that can be used to build or enhance the knowledge base of agents.
Each industry is different, and call centers that are healthcare-related tend to have to deal with more serious questions that pertain to a customer’s welfare. It is important that agents are familiar with how customers ask questions, which types of questions they ask and how best to answer them.
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For agents that are interested in utilizing call-recording solutions to expand their knowledge base, Monet advises them to create a checklist for reviewing different aspects of a call, or for call scoring based on greeting, closing, upselling, etc. “This process can typically be completed after one review of each call. But try listening to these same calls a second time, or even a third time, and involve call center managers, supervisors and agents in the process,” Monet states.
Here is a simple two-step process that Monet has created to help agents in their call-recoding efforts:
First, write down every suggestion, and start building up a list of solutions and techniques for handling the most difficult customer questions and situations.
Then, use these same call recordings in both individual meetings with agents and in brainstorming sessions as a team, with the goal of improving call resolution. The ideas that emerge from these sessions can be invaluable in improving customer service.
To learn about even more ways a call center can reap the benefits of such solutions, you can download a free call recording whitepaper from Monet, which illustrates in more detail why it is important for any sized call center to record and monitor calls.
Edited by Rory J. Thompson