Improving Customer Service With Call Recording

Posted by Bhavesh Joshi On Monday, February 11, 2013 0 comments
Improving Customer Service With Call Recording
Customer care departments should ensure that they are providing the best possible service if they want their clients to remain loyal. It is for this reason that businesses should take part in appropriate training to improve the level of customer service provided. One way of doing this is to invest in high quality call recording systems; this software essentially allows calls to be archived but also monitors calls that are made by the employees.

Management and Call Recording
One way in which call recording can improve customer service is that is allows management to identify whether an employee has fuelled a customer complaint. By utilising call recording software, the staff members that are not dealing with customers appropriately can be identify and given areas to improve on. Rather than solely relying on the complaints of customers, management can easily review the recorded call and find out if the issues raised by customers are genuine or not.

Monitoring with Call Recording
The use of a call recording system is also vital in monitoring the performance of individual employees, which is then used to evaluate them. Call recording applications can easily retrieve past conversations from the archives, which can then be reviewed and reviewed to determine the quality of service provided by an employee. By listening to the recorded calls, it is possible to form an impartial performance review and at the same time identify the strengths and weaknesses of the employee. This allows for the problematic areas to be amended quickly.

Improving Customer Service
In addition to facilitating the review of employee performance, call recording can also be used to provide detailed training to the staff. For instance, if customers give praise to a particular employee in terms of the way he or she handled a particular situation, the call can be easily retrieved and used to demonstrate how to best handle customers. This enables them determine how he or she operates and what other staff can learn from the calls. In addition, the calls can be used to train new employees as it provides in house examples on how to effectively handle customer calls.

The best way businesses can conduct internal research on customers is by using call recording services. With these calls, it is possible to know how customers respond to certain products, the questions they ask, their requests and the products they want the most. This allows the company to adjust its approach and develop new ways of satisfying the needs of its customers.

Call recording is not only useful to call centres; it is used by both small and large businesses to monitor the effectiveness and quality of their customer service.

By Sarah McDowell; a Search Consultant at fdcstudio providing Digital Marketing Services throughout the UK…

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