Call Recording Featured Article
Call Recording Can Improve Customer Support and Care
If you’re a customer who has called a customer care line, chances are you may be familiar with the phrase “your call may be recorded for quality assurance purposes.”
Perhaps it’s one of those phrases that is widely heard, but not quite fully understood. Call recording is an essential tool in the call center. With call recording, managers can stay up to speed on agent performance; how calls are being handled, whether they’re being accurately routed, or if a problem arises, how to use the information for future calls.
When it comes to call recording, there are a bevy of benefits that come along with it. A recent TMCnet report highlighted a few, the most important being that recording simply improves efficiency. Call center managers can obtain necessary data that will help identify areas that are in need of some improving to better serve their callers.
To use call recording to the call center’s benefit, there are actually three ways that call recording can improve customer care. According to Business2Community, these three key points are to host review sessions, make sure new employees are trained and evolve by assessment.
The first key point deals with agent performance, and managers can adequately address any issues or merits by having a powwow with their call reps. All it takes is a few moments to talk to the staff, to ask and review each call and see where it all went right or wrong and use that as a launching pad for improvement. Whether it’s discussing scripted or off-the-script calls, managers and reps can use this information to improve future calls.
Training is one of those essentials that a call center cannot operate without. Constant training and updating are sure fire ways for customer care success, and through training using call recording, new employees can learn from the mistakes of their coworkers. New employees can hear how not to handle a situation and how to improvise a call off the script. These tools are invaluable to managers who need to ensure that their newest of the bunch go in trained, confident and ready to handle customer calls without incident.
Of course, none of this helps without being able to evolve. With the knowledge gained from call recording, call centers can take their missteps and use it to evolve to offer better customer care. Call recording provides actual evidence of where there can be room for improvement and provide call centers with the knowledge to move forward. By assessing and evolving, the future of customer care is bright.
Edited by Amanda Ciccatelli