Call Recording Featured Article

One bad customer experience can do a lot more damage to a business’ success than you might think. While it’s true, that nothing in this world is perfect, resting on your customer service laurels will only cost you the numbers on your bottom line. Getting a customer and keeping that customer are two separate beasts, and while a good goal to have is to increase the number of buyers for your product or service, your next best goal is to do your best to keep those buyers. This is good for business economics, and here’s why:

According to Confirmit (News - Alert), executives shouldn’t solely focus on the former; ROI comes from being customer-centric in all of its phases. It’s like creating a fan fare for your brand, and some of the bigger guys are doing it. Think Disney, Apple (News - Alert), and Starbucks. It’s not just the new customers that have driven these brands; it’s the ones who continue to love and esteem these companies. They run at the idea of new product and are tried and true lovers of products of past.

It all starts at the frontline – your call center. The agents you hire and put forth are your first line of defense. They are the ones taking customer calls, handling inquiries, and putting out fires before they become a social media blaze. You simply can’t just throw an inexperienced agent into the wild and expect immediate customer experience success. This is where proper training comes in, and, for all intents and purposes, this ties directly to your bottom line. Without the right people at your starting point, the chances of getting a good name out in the world are slim to none. The key? Call recording.

As anyone who’s called into a contact center may know, call recording technology provides customers with an outlet to give feedback, both positive and negative, as well as save it “on the record”—so to speak. By having this information recorded and stored, managers can analyze the data for future products, services and overall performance analytics. This sort of information is crucial in improving customer service, but it also lends to enhanced business success.

Call recording is an essential tool in the contact center. With it, managers can stay up to speed on agent performance—how calls are being handled, whether or not they’re being accurately routed, or if a problem arises, how to use the information for future calls.

Call recording itself as a QA monitoring tool can go a long way in providing on-going training and feedback. 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.

Of course, none of this helps without being able to evolve. With the knowledge gained from call recording, call centers can take their missteps and use it to evolve to offer better customer care. Call recording provides actual evidence of where there can be room for improvement and provide call centers with the knowledge to move forward.

This, above all else, will lead to the optimal customer experience, and then you’re well on your way to successful business economics.