Call Recording Software Featured Article

Ensuring Order Verification with Call Recording Software

By Alisen Downey, TMCnet Web Editor

Have you ever ordered something at a sit-down or take-out restaurant, only to receive the wrong thing? Or perhaps part of your order is there, but part of it is missing. Sometimes these mix-ups are easy to resolve, while other times, it can take some convincing. If you’ve already made the purchase, chances are you have a receipt on hand to prove the discrepancy, but haven’t you ever wished you could just rewind and make the server listen to you ordering all over again – just to prove your point?

Call recording software has many applications. Call centers use this technology to help train their agents, monitor their progress and ensure that every employee is meeting compliance standards and regulations. But call recording software can also be used in alternative avenues, such as for order verification. If you’ve ordered something from an online catalogue, for instance, and the agent simply plugs the wrong thing into the computer, the call recording of your conversation could be consulted to determine what the order actually was, and even check against what the agent put into the computer system before the order goes out in the first place. This would save everyone involved time and money by ensuring that the correct order is the order that ships out the first time around.

But call recording software, such as that offered by OrecX, can do more than facilitate dispute resolutions for order verification. It can also serve as a way to ensure that agents taking orders by phone are working in full compliance of regulations regarding sensitive data, such as billing information. What’s more, a call recording can offer assistance to agents in verifying that the information they’ve been given by a customer is correct. Rather than asking a customer to repeat it, they could simply consult the recording to verify.

This type of call recording application also ties into business utility overall for companies that receive and place orders by phone. Call recording software can collect valuable information that can be easily turned into business intelligence, helping businesses learn more about their own operations and discover ways to improve their services. By tracking information such as call center agents’ tone of voice and word choice when talking to customers, businesses can nip poor agent behavior in the bud and raise the bar on quality assurance.

So, while there are a number of reasons to implement call recording software in your business, be sure to consider its advantages when it comes to order verification—it could mean the difference between a furious customer who has received the wrong purchase entirely, and a fully satisfied customer who will be continuing business with your company in the future.