BPA Featured Article

How to Gain Maximum Value from Call Recording

By Paula Bernier, Executive Editor, TMC
May 18, 2018

Call recording and review can go a long way toward improving agent performance and customer experiences, realizing the desired business outcomes, in call centers and contact centers. But what are some of the most effective ways to do those reviews? In this article, we’ll offer a few tips.

The first order of business is to decide what you consider a quality customer interaction. Then your organization should break that down to identify which key performance indicators tie in with such communications.

In doing so, invite agents to weigh in on the process and help with KPI identification and other input. By bringing agents into the discussion, you’ll both have a more complete view of what’s involved. And you just may drive greater employee engagement in the process.

Also, as you do your agent hiring, skill development, scheduling, and training be sure to map all that with the KPIs and goals you identified in your quality customer interaction checklist. You are likely to find that average handling time, sales conversion, and script compliance are key measurements. But every organization is different, so you need to make your own assessment and create your own practices and processes to reflect your unique goals.

Setting goals and capturing recordings won’t amount to much if you don’t sit down and actually review those recordings. So build recording reviews into your schedule. Ideally, these sessions should include both managers and one or more agents.

Start out by allowing agents to listen to select recordings. Then listen to what they have to say about the call recording under review. Then offer your view of it, including what was good and less than ideal about it. And talk about what could’ve been done for a better outcome.

Doing things the same way repeatedly can be dull. So keep things fresh during recording reviews by focusing on different aspects of agent performance and customer issues. You may change things up on this front based on the week, month, season, or trends you’re seeing.

Edited by Maurice Nagle


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