Using Call Recording to its Full Call Center Quality Management Potential

If you run or manage a call center, chances are you have a call center quality management strategy. Chances are this strategy is made up of a lot of different programs and technologies such as workforce management, call recording and quality management, self-service technologies and analytics technologies.

While call recording is often written off as a necessary evil – an awkward, expensive technology that makes training and evaluation easier and keeps a company in compliance with the law – many companies miss out on the value call recording can add to a call center quality management strategy, wrote workforce optimization company Monet Software in a blog last week. For most businesses, the main components of quality management are quality control, quality assurance and quality improvement. With call center call recording, each of these goals can be better achieved, according to Monet.

Call recording has a number of end goals: it helps you maintain a service standard for your customers by analyzing customer interactions, it helps you keep the quality and content of your calls consistent, it allows you to monitor a single important call or a critical mass of them to determine patterns over time, and it helps you monitor, evaluate, correct and train your agents to meet your standards of customer service.

“There are two ways to improve call center performance – through an upgrade in technology, and through an upgrade in employee performance,” writes Monet Software in the blog. “Call recording software utilizes real-time reports on performance metrics. By reviewing the records and reports compiled by call center call recording software, a manager can increase the effectiveness of his training and reduce supervision time.”

If you're recording calls simply to comply with state or federal legislation but not using those calls for anything but a small amount of agent evaluation, you're missing the quality management boat. The data and insight contained in recorded calls can be rich enough to allow an organization to successfully undertake an across-the-board improvement of call center quality, agent performance quality and customer analysis.

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Edited by Amanda Ciccatelli