To maximize customer satisfaction and build a strong brand reputation for service, a contact center must commit to long-term enhancement. This requires managers to implement digital tools that directly promote a better call experience while targeting the call center’s most challenging sticking points.
Many options exist on the market today, but if there is one piece of technology that ensures a contact center is on track for continuous improvement, it is call recording software – an innovation that is taking the customer service arena by storm with tangible and impressive results. The benefits are diverse and deep, and brands across sectors must understand how recording customer interactions can strengthen an operation at every level. Here are the three most notable advantages, and why a call center strategy must include the technology.
“The benefits of call recording are deep and diverse.”
When it comes to accountability in the call center, there is no greater ally than a call recording module. The ability to archive every single customer interaction provides agents, supervisors, trainers, quality assurance managers and project managers with a huge edge when documenting the content and tone of a call. A contact center with this functionality never has to question whether agents are meeting standards. Having access to a complete archive of calls has a number of more specific advantages, including the following two:
• Verification of acceptance of an offer, placement of the order and payment to ensure that customers receive the correct items in a timely and complete manner
• Adherence to compliance regulations for organizations processing sensitive information over the phone often found in the financial, insurance, healthcare, telecom and communication industries.
While recorded calls have inherent value for a call center’s accountability, they also promote quality assurance across the operation. According to an OrecX survey of over 80 industry professionals, 69 percent stated that recording customer calls has a direct and positive effect on QA initiatives. These recorded resources offer clear and continuous feedback for managers and agents as they refine their customer-facing skill sets, and ensure that the call center operation is always making strides for improvement. Here are three key use cases:
• Identifying and addressing the strengths, weaknesses of individual agents
• Fixing overarching operational issues affecting the contact center at a high level
• Tangible feedback that will benefit many aspects of the operation such as training, workforce management and marketing.
Even before a team of new representatives ever fields its first calls, call recording can offer a huge boost to a call center training program. An archive of recorded calls is filled with detailed examples of common service scenarios, of which training coordinators can draw from these databases to provide powerful learning resources for newcomers. Even the most rudimentary training module can be enhanced with the use of recorded call samples, giving trainees an idea of how to best engage customers and handle challenging situations.
In the OrecX survey, nearly half (43 percent) of professional respondents stated that call recording provides internal training teams with an edge as they conduct their workshops. Ongoing coaching and mentorship efforts are also improved with these archived resources, as trainers can quickly incorporate new conversation examples into the fold. Authentic recorded calls are not only more helpful for agents in training, but they also help managers target specific concerns before they grow into larger problems.
With benefits of accountability, quality and training, there is huge value to be found in the use of call recording technology for the contact center. If a company is considering call center outsourcing, the inclusion of this functionality should be a primary factor in the decision-making process.