|
Until recently telephone call recording technology was expensive and awkward to use. Today all that has changed. New technology is now inexpensive and simple to use for both private individuals and businesses alike.
Most common reasons for call recording
Staff Training, Development
It's a competitive world and providing excellent customer service is paramount not only to business success but perhaps even survival. Recording and monitoring calls is the best way to train & coach staff on how to handle telephone calls effectively.
Protection, Dispute avoidance/resolution
Protecting your business by proving 'who said what' in a dispute may be critical and will save you time and money in the long run.
Confirmation of Agreement or Document Replacement
Record your telephone calls to avoid the problems associated with inaccurate order taking, lost delivery details or disputes about prices. Call recording will enable you to transact business over the telephone, often avoiding the need for written confirmation, which reduces business overheads and increases sales.
Compliance
In some cases recording telephone conversations is mandatory to comply with governmental regulations.
Best practice, advice, and instructions
Sometimes advice or instructions are given over the telephone (eg, medical advice lines or technical support centres). Recording these calls enables organisations to check correct procedures are being followed and to quickly resolve disputes. Customers feel more protected knowing checks are in place, which makes the organisation more credible.
Insurance
Do customers give the correct information for insurance quotes over the telephone? Having recording in place nay prevent fraudulent information being given in the first place, but also gives the company a lasting record of what was said when insurance was accepted.
Measurable Returns
- Increase in sales revenue from telephone transactions or improved sales techniques
- Increase in first-time resolution due to improved customer service skills
- Reduction in call handling times due to improved product knowledge
- Reduction in call holding times
- Increased efficiency, less agents can handle more calls in the same period of time
- Recording identifies targeted training, which results in reduced training costs
- Company liability is protected by proving call content to resolve disputes
- Reduction in time taken to bring new recruits up to speed
Non-measurable Returns
- Client satisfaction and loyalty are improved
- Improved staff motivation and morale
- Ability to better manage customer expectation
- Reduction in disputes, complaints and abusive calls
- Ability to resolve disputes and complaints with greater ease
- Improvement in staffs call handling skills
- Ability for agents to 'self evaluate' calls
|
