Improve Customer Services with Call Recording

As the face of your company, your customer service team is responsible for ensuring positive customer experiences that help to build the reputation of your brand. Customer satisfaction rates are a key performance indicator and they are largely defined by the quality and skill of the support provided by your customer service team. Modern business telephone systems offer a range of tools that can help you to build a stronger customer services team. The right software, in particular, can provide you with the information you need to target improvements amongst individual agents and entire teams. In this article, we consider how call recording software can help to improve customer services.

As the name suggests, call recording allows all inbound and outbound calls to be recorded for play-back at a later date. There are several reasons why companies use call recording software. Some business sectors are obliged to record all verbal communications in order to meet compliance with regulatory groups. Others use the software for peace of mind that that they have the evidence that may be needed for sales or legal purposes, should a dispute arise. And some businesses simply recognise the benefits that call recording can offer in terms of staff training and customer services.

The quality of the training that customer service agents receive will determine the standard of performance that they deliver for your company. That’s why it’s so important to invest in high-quality staff training. In this regard, call recording can make all the difference.

When it comes to training new employees, call recordings provide a valuable resource that can be drawn upon to demonstrate real-life scenarios that they may have to face. You can offer both positive and negative examples as a guide to effective call handling. This gives your new recruits an insight into the kinds of queries and issues they will have to resolve and how best to approach them.

However, staff training is not only for new recruits, it is an ongoing process. In order to ensure that your existing team members are kept up to date with new practices and continue to perform well, you will need to offer regular training. With call recording capabilities, you can monitor the performance of agents on an ongoing basis. This allows you to quickly detect areas that require improvement so that they can be promptly addressed. This may involve specific individuals or entire teams. Having this information allows you to design effective training programmes that are targeted to specific issues. Targeted training can help to reduce costs and increase efficiency as well as rapidly improve your customer services.

With all calls being recorded and monitored on an ongoing basis, managers and supervisors will be able to offer guidance to individual agents as and when issues become apparent. Without call recording capabilities, negative performances may go undetected for some time. This can lead to unhappy customers, lost business and a damaged reputation.

Additionally, it is likely that you will see performance improve naturally as a result of implementing call recording in your business. Once you make your employees aware that their calls are being recorded and monitored, it is likely that they will take proactive steps to improve their performance. Most agents will be keen to impress and knowing that their calls are being listened to by managers gives them an opportunity to do this. As a result, customer satisfaction rates will naturally increase.

Finally, call recordings can be accessed and used as evidence whenever a customer dispute arises. This way, disputes can be resolved before they escalate and this will contribute to improved customer relations. It may simply be that there has been a misunderstanding or it could be that one of your agents was in the wrong, but whatever the case may be, having the facts allows you to address the issue in a fair and responsible way.