Call Recording Simplifies Quality Management

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Call Recording Simplifies Quality Management

May 08, 2017

There’s a reason quality management has become such an important term over the years. The concept is really quite simple: the better the experience the customer has, the happier they’ll be. Happy customers make for great repeat customers, and that’s what every company wants. But how are businesses supposed to keep tabs on every single employee-customer interaction? That’s where call recording comes in, and it can be used by companies in a variety of ways to improve call quality.

First, call recording can be used as an aid in training of employees. Both veteran and new agents need to be quality-checked every once in a while, and call recording makes that process simple by allowing managers to pull out specific examples from a call. Some agents may not even realize they’re causing potential problems, using a certain tone of voice, for instance, where managers can highlight the issue through play back of recordings. On the other hand, recordings of model calls can be played to other agents as examples of how to win over a customer and inflect the proper tone when communicating.

Companies want to project that they will go a step beyond what’s expected, which is always a sure-fire way to create happy customers. The agents answering calls are supposed to be completely focused on the customer. Call recording can help management learn even more about those customers. Recordings allow management to track data about the company’s customer base—how customers are using the product, what they like about it, what they can’t stand, etc. By collecting this information, agents will be able to communicate more effectively with each and every customer. (Chances are that if 50 call recordings reveal that customers are having an issue with one particular part of the product, then they’re all probably correct and the company needs to make some changes).

Finally, call recording allows agents to interact better with customers because it allows them to playback entire calls if need be. This enables agents to pin down any important details they may have missed during the call. Between taking notes, collecting data, overhearing other calls in the background, and the occasional grainy phone call, it can be hard to hear every single thing the customer says. With call recording, agents can playback a section of the call they missed to ensure that they have all the details and can therefore help the customer effectively solve the problem.

Although it seems like a simple concept, call recording has the potential to completely change the quality of a phone call, call center and company. At the end of the day, companies and call centers are supposed to be about the customer. If call center agents miss pieces of information or don’t track data on the customer base, it’s impossible for them to help every single customer to the best of their abilities. With call recording, companies can ensure that their customers have a quality experience every time.  

Edited by Maurice Nagle

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