Call Recording Featured Article
Why Call Recording Works to Drive Customer Service Excellence
How important is call recording technology in your organization? If you depend on customer satisfaction to help drive revenue for your industry, call recording may be a viable option to determine whether or not your employees are maintaining your message when interacting with customers.
This was the focus for HaperCollins Publishers. The company, as captured in this blog post, focuses much of its message on quality information. After all, the company is responsible for many of the quality works that are published every year. The experience of each and every customer interacting with the company is as important as what the company captures on the pages of its books.
To help maintain this standard, HarperCollins Publishers relies on Coordinated Systems Inc. (CSI (News - Alert)) and its Virtual Observer to maintain call quality across the organization. The call recording capabilities within this solution enable the company to monitor interactions, identify those who are performing as expected and train those who have a little room for improvement.
According to HarperCollins Publishers Customer Service Manager, Roberta Clemens, the Virtual Observer (VO) has become an important training tool for new customer reps. At the same time, the VO call recording platform can be used to keep experienced reps up to date on the latest information and the best way to continue to improve their performance.
VO is used by HarperCollins Publishers to demonstrate exactly how a call should be handled, or how it could have been handled differently to produce a better outcome. The company also relies on the platform to share calls that were handled excellently to train others to perform in the same manner. Clemens refers to the VO call recording platform as a must for companies that are serious about proper and professional customer service.
HarperCollins is a broad-based publisher with a focus on literary and commercial fiction, business books, cookbooks, romance, children’s books, mystery, reference, religious and spiritual books.
The company considers itself at the forefront of innovation and technological advancement. It was the first publisher to digitize its content and create a global digital warehouse to protect the rights of its authors, meet a growing consumer demand and generate additional business and revenue opportunities.
With a robust call recording solution in place, HarperCollins can continue to focus on delivering excellence in every aspect of the business.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Chris DiMarco