Call Center Recording

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Call Center Recording Feature Article
 

December 20, 2007

Call Center Recording: An Effective Tool When Pitfalls are Avoided

By Susan J. Campbell, TMCnet Contributing Editor

 

Call center recording is an effective tool for use in a variety of business environments. For the call center, it helps with accountability, compliance and training. In a sales division, it helps to prevent or resolve disputes and for legal protection – among other things.

There can be pitfalls to call center recording, no matter what industry is using the technology. These pitfalls can involve legal issues, service issues, and even accountability issues. While not all companies experience problems, those without an effective call recording policy and practice in place are at risk for problems.

The efficiency of the call center relies greatly on the ability of its employees to perform their jobs effectively. A stressful environment can be created when legal battles stand in the way of normal processes. In an environment where industry, state or federal rules and regulations are not followed in regard to call center recording and monitoring, the result can be an ineffective workplace and high turnover.

In addition, those organizations using call center recording solutions improperly can face law suits from business partners or even customers. The money spent fighting such battles far outweighs the cost savings that the company likely sought when implementing the call center recording option in the first place.

Call center recording solutions are also used to promote better customer service. When performed properly, call center recording can capture the entire customer/agent interaction to use later for training or to measure the effectiveness of a script or other processes.

Even when using the call center recording solution to improve service, problems can arise. Most often, the call center alerts the customer that their call may be recorded for quality or training purposes. In some cases, all calls are recorded and the customer is notified as such. Therein lays the potential for a future issue.

Consider the customer who contacts the call center with an issue that they are unable to resolve within that first interaction. He or she is told specific information by the call center agent. That call is supposedly recorded and when the customer has to call back to try and get resolution, they request that the first call be reviewed to verify the information that the agent provided during that conversation.

The call center that has implemented an effective call center recording solution has the recorded call tagged to the customer’s account and it can be easily recalled during any subsequent conversation. The call center that does not have this ability has greatly increased the risk of losing that customer.

Using the call center recording solution to ensure accountability among agents, supervisors and even customers can be an effective tool. Failing to use the call center recording solution during interactions with partners, vendors and other key players can create additional problems for the company. Without recording these calls, the company has no record of who promised what and therefore cannot expect delivery to be complete.

Call center recording is a wonderful tool that provides significant benefits for the organization – when used correctly. Avoiding these pitfalls can ensure that the benefits are not outweighed by the mistakes.   

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 
 
 
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