Monday, November 19, 2012

5 Reasons for Implementing Call Center Recording Software


Adding new systems, software and capabilities requires a financial investment and employee training, both of which are never popular with management. However, the addition of call recording software provides both short and long-term benefits that merit serious consideration. Here are five reasons why this is an investment worth making.

1. Improving Performance
Each recorded call is a source of information that can be used to grade the performance of call center agents. Everything from the initial greeting to the use of the call script to the rapid resolution of any issues can now be reviewed. When this information can be gathered digitally, for all agents at all times of the day at every call center, it is far more efficient than one manager directly monitoring one agent’s performance on one call.

2. Improving Service
When an agent is able to review their performance, and a manager is able to quickly identify areas of concern and suggest improvements, issues are solved faster and more customers benefit from the results. Without call recording software, one errant agent could go unnoticed for days or weeks, which could have a devastating impact on business.

3. Improving Training
All call centers emphasize the importance of training, but with call recording software an agent can self-evaluate and improve without the direct intervention of management. That can save both time and money.

4. Improving Customer Satisfaction
When agents are getting the training and feedback they need, when a call script can be analyzed for how well it is achieving its goals, and when calls are handled quickly and efficiently as a result of improved staffing and scheduling practices, the result is a satisfied customer. Call recording software plays a key role in making this happen.

5. Improving Protection
Even with a strict adherence to best practices, an occasional dispute with a customer is inevitable. A recording of what was said can help to resolve this dispute, especially if it escalates into legal action.

For more information about this topic, please read our "Why Call Recording is Essential for your Call Center" whitepaper.