Five Ways To Use Call Recording For Better Contact Center Performance
Call recording and monitoring have been around for decades, and is now at the forefront of the battle to improve quality, customer satisfaction, and loyalty. Some of the most sophisticated recording solutions have tools that can help companies recognize patterns and anomalies, which help managers to identify issues that are impacting customer service and dealing with them at an agent or management level.
Some recording solutions record every single call that comes in, it then analyzes that call and the agent to identify areas that need immediate action. This can be from training issues, a process issue, or a product issue.
According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. Even with 21% saying they were looking to implement a solution this year, this is leaving a lot of customer and agent insight data wasting away. (http://contactbabel.com/reports.cfm)
Below are five ways companies can use call recording for better contact center performance
- Quality monitoring process – The most common use for having a call recording solution is for quality monitoring purposes. Traditional quality assurance processes that are in the form of manual checklists only manage 1-2% of agents, which means all the data hidden in the recordings gets overlooked, making it impossible for managers to see the quality of performance of each agent. By utilizing a recording solution, companies can categorize their calls and search for trends in consumer behavior (i.e., uncovering the cause of customer complaints), this will raise the quality of service provided to customers.
- Identifying customer trends and sales opportunities – Call recordings can be used to identify customer trends and sales opportunities. When performing a trend analysis, you should analyze and score 100% of your agent’s recorded calls. By doing this, it identifies the desired outcomes of the calls, specific agents, behaviors, skills, and languages that are used, helping to drive successful sales.
- Ensuring compliance – Failing to comply with PCI regulations can be costly to a company, especially the reputation. Call recording solutions can help drive the right kind of compliant behavior, but a sample of the recorded calls provides little to no prevention of non-compliant behavior or protection against litigation’s, which presents a huge risk to call centers. Companies should consider utilizing their recordings to enhance monitoring capabilities by tracking conversations to ensure the right compliance procedures are in place.
- Improving coaching and training – Call recording solutions have a lot of information that can be beneficial for coaching and training. It is essential to have a call recording solution if you find your managers are using a manual process to listen to agent calls, which can be very time-consuming. The manual approach is unfair because agent performance is being assessed based on a small number of their calls when having a call recording solution in place more than half of their calls can be evaluated, resulting in an unfair assessment. To drive smarter training and coaching, you can use speech analytics to identify coaching and training needs for each agent. The analytics analysis can provide agents with actionable information they can use to improve their performance and scores.
- Stimulate self-evaluation – By listening to their conversations with customers, agents can review their performances and learn from their mistakes. It can help them recognize areas that they need to work on and improve for better performance.
To learn more about how CallN can turn your call recordings into actionable Business Intelligence and help you enhance your contact center performance, schedule a demo below.
