Why Call Center Management Need Recorded Calls

Do you ever wonder why call centers record phone calls? Do you wonder how much of the conversation is captured and why it might be valuable later? You’re often told the recording is for training and quality control purposes, but does that really cover it? For those in call center management, the recording can often mean much more.

A Monet Software blog recently covered the same topic, highlighting that call centers vary when it comes to the reasons why they record calls. Some truly are looking to improve the performance of the center as recorded calls demonstrate what to do or not to do on any particular call. Recorded calls may be randomly scanned for performance purposes and critical information may be captured from the interaction.

A recent post from OrecX looked a the surveying of more than 80 call center management professionals that showed the majority were seeking better service and agent assessment, while others were after risk management, dispute resolution, training and coaching and customer order verification.

The key point was really that such monitoring was once only a luxury in the call center space and those on the smaller side couldn’t take advantage. Thanks to more affordable options today, even the tiny call center can implement the technology it needs to drive performance.

Customers have set rather high expectations when it comes to their call center interactions. They don’t want the scripted performance; they want to know that their business matters and that a company is willing to jump through hoops to make them happy. The agent unable to meet these expectations could be driving customers away. Without a proven method for call center management to monitor the agent’s activities, they might not be able to identify the agent as the source of customer churn.

Likewise, the agent who is doing the job right and delivering value for the call center and the customer can be used as the example to follow. With call recording, that agent’s calls can be used in training and coaching sessions, providing other agents with the perfect example of how to wow the customer and drive the desired results.

To that end, before you decide to put call recording in place to support call center management, put together a strategy for intended use. If you know what you want to accomplish with your recorded calls, you’ll be much better equipped to enjoy the results. 

Edited by Stefania Viscusi