Call Center Management Feature Article
January 31, 2014
Why Call Recording is Useless without Quality Monitoring
By Susan J. Campbell, TMCnet Contributing Editor
Do you ever get annoyed at the message you hear when you call customer care that the call could be recorded for training and quality purposes? Not that the message takes up a significant part of your time, but it’s like anything else you hear too often, you get tired of hearing it. After all, how many calls does the contact center really have to record before they finally improve performance and can move on to something else in training?
In an ideal contact center environment, there would be an end to the training and quality assurance call center management has to oversee. But do you really want to deal with a company that has set these elements aside, only to avoid annoying you with the message? Or, would you rather interact with a company that uses the recorded call to train new agents, coach experienced agents, troubleshoot problems in the script and develop best practices?
While most of us would agree we want to work with the company that uses the information captured in the recorded call, but not all call center management leaders are focused on using the recorded information to its full benefit. For instance, do you ever wonder how many contact centers merely record the call and then never do anything with it? Without quality monitoring as an important part of the process, it’s like pushing your car from point A to point B instead of using it for its intended purpose.
Monet Software offers methods by which call center management can streamline the process in call recording and quality monitoring so the maximum benefits are realized. The process starts with dividing the recorded calls into categories, such as greeting, closing, problem resolution, etc. Each of the calls is then scored, incorporating customer feedback surveys where available.
At that point, call center management is ready to evaluate the calls. The calls will reveal significant volumes of information that can be used to make changes and improve performance. For instance, the monitored call can reveal the perfect interaction that can be used for training new agents. It can also reveal a problem in the script that needs to be addressed so as to improve the experience for the customer or the outcome of the call. This analysis is also an important opportunity to identify recurring customer issues that need to be immediately addressed.
For years, contact centers have relied on call recording for a number of different reasons, not the least of which those industries where call recording is required to demonstrate agents are following specific guidelines. Stopping at that point, however, is leaving a considerable volume of valuable information on the table, information that can help improve processes and the customer experience.
As a result, every contact center should embrace call recording, as long as quality monitoring is the required next step.
Edited by Stefania Viscusi