Call Center Management Featured Article
Why Call Center Management Should Consider Call Recording
What role does call recording play in your environment? If yours is a call center, it’s likely at the top of your priority list. Whether you need it for compliance or training purposes, it provides the necessary means by which to prove you’re doing things the right way. Call center management often places great importance on the recorded call, but what kind of functionality should you have to deliver the desired outcome?
A recent Monet Software blog explored this very concept, showing that call recording can improve customer service, demonstrate compliance and even protect against potential legal disputes. In fact, a survey produced by Software Advice shows that call recording is at the top of the list for software capabilities within the call center environment.
For roughly 46 percent of call center buyers, however, they are just at the beginning of the process of purchasing call center software. It’s their first time up at bat and many may inadvertently overlook call recording. Why? If they haven’t had it in the past, it may not present itself as a primary priority now. Plus, they are unaware of the benefits it can deliver and why those benefits can positively impact the bottom line.
These benefits start with increased productivity. Did you know that recorded calls can be analyzed at a later time to gauge the effectiveness and efficiency of the call center agents? It also provides the perfect opportunity to gather research on consumer trends that can later be used in the creation of marketing and sales strategies. The information collected in a call is better than any other form of business intelligence as it comes straight from the potential buyer.
Training is also improved when you have the information needed to assess the performance of the current agent base. Recorded calls can be used to demonstrate what an agent is doing right or wrong. Those calls can be used within a training or coaching session, with the individual or within a group setting. You can also evaluate the script, company-approved responses and other key components involved in a customer interaction.
Customer satisfaction is also improved when you can measure the responses of the customer through recorded calls. Whether you listen to the call itself or search for specific responses through speech analytics, the information you can glean regarding the individual’s satisfaction goes far beyond whether they purchased a product or decided not to do business with you again.
While call recording may have been out of reach in the past due to the high cost of call center software, call center management is finding that cloud-based solutions are much more accessible on a tight budget. If you want the benefits of call recording without the cost, now is a great time to look for this functionality in your next purchase.
Edited by Maurice Nagle