Running a call center on the enterprise level means there will be a large volume of calls so it is imperative that call center managers implement tools to help keep an eye on their staff’s call resolution and customer satisfaction. With that much call traffic, it can be overwhelming, but that is why an IP telephony system coupled with enterprise call recording is an integral tool to the daily call center life.
Large companies usually have a sizeable customer base, which means the number of customers you’re supporting on a daily basis can reach the thousands. Call recording can help run reports to see the problems of your calls, or what is working, and schedule your agents based on the patterns that come up.
Building positive interactions for customers will yield long-term trust, which means loyal customers. Knowing this information gives you the tools to use real life examples for agent training. Depending on your software, managers can easily rate and tag (News - Alert) calls and use them later on for employee review.
When using call recording with a VoIP system, it means better management of calls. When it comes to cost, using VoIP can greatly reduce telephone bills in general. Similar to VoIP, call recording actually accomplishes cost avoidance, increase in sales, and customer service, all in a manner that users can measure.
Companies like Twilio (News - Alert) have expanded their enterprise offerings by including recording elements to make it even easier for enterprises to record calls with a simple API, as noted in recent news.
Then there are companies like SIP Print (News - Alert) whose enterprise edition of its call recording solution can work with IP telephony, ensuring accurate records, increase productivity, and increase customer satisfaction.
Features include playback, call recording and logging, regulatory compliance and network monitoring and performance.
Used in conjunction with other technologies like IP telephony, call recording offers higher conversion rates and improved performance, which also means improved call resolution and happier customers.
Edited by Stefania Viscusi