Call Recording Software Featured Article

When Customer Service Goes Bad, Use Call Recording to Figure Out Why

By Michelle Amodio, TMCnet Contributor

Mistakes happen. The difference for both customers and the business is how you handle them when they do and how your customers feel as a result.

There are a few reasons bad customer service happens. For one, we are all human, and sometimes even people with great customer service hearts have a bad moment.  These failures can be minimized by hiring the right people and by creating the right work culture, but never completely eliminated.

Bad customer service also happens because many organizations that claim to be customer service oriented don’t get customer service.  In companies that have a true customer service culture, team members have a lot of flexibility in making the customer happy.

That, and they have call recording.

Call recording and monitoring may have been around for a long time, but it is at the forefront of the battle to improve quality and thus customer satisfaction and loyalty. Sophisticated call recording solutions have the tools within them to recognize patterns and anomalies, allowing management to identify the issues that are impacting customer service, and to deal with them at an agent or process level.

Quality customer service is extremely valuable to any business because quality customer service makes for happy customers, and happy customers continue using your business and recommend you to their friends and family.

Call recording is a great way to improve basic phone systems to truly evaluate how call reps are handling customers in any and all situations.

Call center quality assurance is meant to uncover weaknesses and enhance the strong areas in customer service. An important part of this process is setting a clear outline of how implementing a QA program will benefit the agents, customers and the company in the long run.

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.

Call recording brings relevant and valuable metrics to businesses and call centers, keeping it simple, accessible and enhancing the customer experience. Adding call recording to your customer service monitoring tools plays a key role in keeping a company on a course of growth.