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Call centre telephone call recording voice logger benefits. 

Call centre telephone voice call recording advantages.

Call centre telephone call voice logger recording solutions help resolve HR issues, by:

  • Reducing supervision time, by allowing the call centre supervisor to choose which recorded telephone calls to review at a time which suits them.
  • Increasing the effectiveness of a call centre agent training by playing recorded calls.
  •  Reduce the cost of employing and training new call centre agents by telephone call recording training.
  • Rewarding call centre agents by evaluating recorded telephone call conversations, which creates a better culture in the call contact centre and serves customers more effectively over the telephone.

Call centre telephone call recording voice logger solutions help profitability, by:

  • Managing call centre telephone call costs and improving call centre telephone handling by access to voice recorded telephone call files.
  • Measuring call centre agent and telephone call performance based upon recorded call centre telephone call recordings, e.g. average revenues per call centre agent call, call centre customer satisfaction telephone call rating, etc.
  •  Feeding back into the whole call centre, allowing knowledge transfer from voice recorded telephone calls to occur rapidly enough to change a call centres direction immediately based on actual recorded call centre telephone calls.

Call centre telephone call recording voice logger solutions can improve customer loyalty, by:

  • Measuring the call centre agents telephonic call recordings performance.
  • Recording all call centre tlephone call interactions and analysing them in depth means call centre processes can be improved and customer response acted upon immediately.
  • Best call centre agent practice can be identified and shared rapidly, and worst call centre agent practice avoided
  • Reasons for poor responses to sales and marketing campaigns or product launches can be recorded in the call centre and poor quality telephone voice call recordings can be identified quickly based upon detailed analysis of specific areas.

Call centre telephone call voice logger.

Call centre telephone call recording voice call recording advantages.

Using call centre telephone call recording to its best advantage.

Call centre telephone call recording needn’t be about striking fear into the hearts of contact call centre centre agents.

Call centre telephone voice recording has come a long way. Today’s call centre telephone recording of calls don’t simply allow managers to sit at their computers, bring up a customer account and replay the latest conversation with that person. Rather, they can drill down to the tiniest detail, spotting where a single recorded word has been used correctly or incorrectly, and employing speech analytics to ascertain whether voices have been raised or if the call centre agent was doing all of the talking in a particular conversation recording.

“As a manager of a call centre, the value you can now get out of cheap call centre telephone voice recording tools is much greater than it has ever been,”. They give you much more of an understanding about what’s going on in call centre agent conversations. So instead of simply focusing on what’s being said, they help you to consider how what’s being said affects your call centre by playing back telephone call recordings and revealing service problems that customers aren’t necessarily bringing to you in the form of complaints, and identifying if there is a particular product issue or business process change within a conversation that needs to be captured.

When quality assurance and training staff work together to evaluate call centre telephone recorded calls and tailor training accordingly, this can produce a very positive atmosphere. A forward-thinking call centre can implement a call quality recording process that isn’t punitive. They undertake regular reviews that aren’t focused on finding telephone call recording problems, but rather on working out how service might be improved in the call centre through analysing the telephone call recordings. They then use call centre coaching to positively reinforce the message.

The best use of telephone call recording is when it’s part of a programme where a company wants to learn as much about itself as about what its call centre agents are doing.

Steps to make things better

So what can call centre companies do to make sure they use voice recording to its best advantage?

Firstly, it’s not a good idea to consider using call centre telephone voice recording for call recording’s sake. Instead, commit yourself to the goal of understanding what constitutes ‘good’ and ‘bad’ telephone recorded calls, determining why those calls are happening and then doing something about it through either call centre agent training or business process remodelling.

Look on implementing call centre voice recording and the additional call quality monitoring tools as a change programme. If you only view it as something that must be there for compliance purposes, then you won’t achieve return on investment (ROI) anywhere near as quickly.

Secondly, let the call centre agents listen to theit own recorded voice. How many times do you hear ‘I never knew I sounded like that’, from an agent?”. By giving them the opportunity to formally self-evaluate, they will be able to note whether they took all the information down correctly, whether they really should have escalated a problem to their manager, and sometimes whether they need to call the customer back in order to enhance that experience.

Call centre telephone call recording voice logger benefits.

Call centre telephone call recording voice logger.

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