Improve The Performance Of Your Business… Dramatically!

If your looking to justify the expense in good quality call recording software for your business, maybe you should be trying to understand why you haven’t already done it! Call recording is the back bone for assessing performance, call centre agent accountability and for management structures to truly understand what an amazing job you do as a call centre manager or team leader!

 

So, here are our TOP 5 reasons you should look at call recording:

 

When people think “Call Recording” they often thing “Call Centre” or measuring the effectiveness off call center agents, but in many cases it is underestimated, and call recordings are just the beginning of the Quality Management cycle. When call recordings are utilized as a training tool they become extremely effective in allowing a new call center  agent or agents with room for improvement, to listen to a “bench mark” call and identify what in their own process could change to improve the way they handle their next call. Nothing trains like real life scenarios! These improvements are felt by the callers and naturally leads to a better customer experience

 

Once a caller is notified their call is being recorded, they usually tone it down some if they were thinking of being that abusive caller. The call recording can also be used by the agent or volunteer to justify ending an abusive call. The abusive call record can also be used as evidence if it is required to have further action taken. In scenarios where volunteers are involved, having a call record could provide a layer of protection and clarity, ensuring that the conversation remains respectful and productive.

 

No two agents are the same, as are no two calls! Utilizing call recordings you can identify the strengths and weaknesses of each agent and slowly identify the call types that suit them better or where they would be a more effective agent to rout a specific enquiry to. Let’s take someone who is brilliant at sales, you would give them a priority for sales calls naturally to grow your results, likewise if someone has a great skill set in dealing with problems and enquiries, you may put them high priority in the service queue. Not only do you get greater results, your customer satisfaction results will increase with this added insight.

 

By taking the time to analyse calls closely, market trends and customer requests can be identified to see where your product could be improved or your offering tweaked to maximise the marketing potential of your strategies. Deeper analysis can give you the tools and questions you need to arm your consultants with and then the objection handling techniques that can be learned and practiced to increase closing of sales or resolving of customer issues, Call recordings are a powerful tool!

 

You can train people over and over and tell them a thousand times that they are not doing it right, well, listening to a call makes it super clear where improvements can be made. Best practice call centers allow agents to self asses their calls before a team leader assesses the call quality which allows the agent to come back with their own set of achievable actions to practice and improve on. Just like all things in life, the biggest changes happen when the individual chooses to change! Use your QM (quality management) tools more effectively to achieve great results!

 

When it comes down to it, your role as a team leader or call center manager is to improve call quality, KPI’s and customer satisfaction, and call recording is the best tool to start out with to identify, observe and improve performance on your call center floor! Let us know how call recording could help you and we can help you find the most effective solution for your business!