It may be a cliché, but it’s true: nobody’s perfect. Most call center workers have to take dozens of calls a day, and something is bound to slip somewhere. Orders can be mixed up, service requests can get lost in the shuffle, and tempers can fray, both for the call center representative or the caller. Mistakes have an unfortunate tendency to snowball, turning what was just a simple typo, forgotten fact, or slip of the tongue into a slew of bad reviews or even legal action. Call recording can’t prevent mistakes, but it can certainly rectify or remedy some. Here are some areas where call recording software can make a significant difference.
Customer Interactions
Many people assume that call recording is there merely to catch call center mistakes. While recording is great for that purpose, it is just as good for highlighting exemplary service. Congratulating, or even rewarding, a call center rep for a call that goes above and beyond is a way to encourage more of the same.
Audience Awareness
A customer base is very much like an audience. You’ve got to know what they like to better serve their needs and hopefully keep them coming back for more and spreading a good reputation. Listening to call recordings will help you better understand your customer base. You might find you have an entirely different clientele than you anticipated and will be able to adjust your marketing and customer service strategies appropriately.
Quality Control
It doesn’t take much to make a typo. We all do it. The representative on the line has to take down a great deal of information in most businesses. Call recording allows you to fix these mistakes, sometimes even before anyone knows a mistake has been made. Consider a mistyped credit card number, for instance. Instead of having to call the customer back, a quick review of the phone call can get the correct number and the order can be processed in a timely manner.
Better Sales
Over time, the collection of call recordings gives you a database of exceptional calls which can be used as examples for others to follow. Of course, examples of what not to do can also be collected, but care should be taken not to unduly embarrass employees who simply need a little nudge to improve the quality of their sales technique.
Training Aids
These collected calls are also amazing tools for training both new employees and your existing staff. One of the great things about a recorded call is that it can be stopped at intervals so points can be made and lessons can be learned. Quiz trainees on what qualities make a good call and on what aspects of a given call could stand some improvement. These sessions are also useful for developing a technique or rough script for future calls, if you feel such would be beneficial for your business.
Performance Reviews
One of the most obvious uses for recorded calls is when the time for performance reviews rolls around. There is no more solid record of performance than the employee’s actual work, as recorded. You can give feedback on exactly how a given employee’s conduct relates to the standards of your organization. As stated above, exemplary staff can receive some kind of reward or incentive, and everyone can be shown exactly how they can improve their performance in the future.
Liability
Litigation is always a factor to consider, no matter what kind of organization you happen to run. Even services that require virtually no interaction with the selling company after the initial transaction can be open to lawsuits. All it takes is a mix up in communication and a lawsuit could loom on the horizon. The ability to go over previous interactions with the aggrieved customer in detail can not only prove your case, but even stop certain legal actions before they can even get off the ground, avoiding the courtroom (and expensive legal help) altogether.
Compliance
Each organization has its own regulations and laws to attend to, some more than others, but there’s nothing that goes completely unregulated. In the same way call recording can protect you from corporate liability, it can also protect against disputes when it comes to keeping in compliance. Authorities like it when everything is clearly documented, and no documentation is clearer than an actual recording of your day to day business.
Profit Enhancement
Yes, call recording can actually help your business bring in more revenue. Your employees will be better trained, your daily tasks will be more efficient, and your view of your customer base will be more comprehensive. The data gathered can be analyzed to make your endeavor just better in all the areas that matter most, especially in customer satisfaction. Pleased customers make for good reviews, customer loyalty, and an expanding clientele.
Call recording is one of the best possible ways to get a real look at your company and understand both the people who work for you and the people who patronize your organization. Once you put your recordings to use, you might even be surprised at how much more smoothly your daily operations run.
About the Author:
Emily has been writing about business topics for many years, and currently writes on behalf of the call recording software folks at Kova Corp. In her spare time, she cheers for Spirit of Atlanta, Carolina Crown and Phantom Regiment, creates her own sodas, and crushes tower defense games. Follow her on Twitter at @Emily2Zen
