Kevin Price, Host of the Price of Business on Business Talk 1110 AM KTEK (on Bloomberg’s home in Houston)
Monitoring calls is important – fundamentally so. There are many reasons that you might need a call recording service, even if you don’t realise it, the four main ones being: to improve customer service; to record transactions of value; to comply with industry regulations; or to increase security and avoid abuse. An increasing number of companies are recognising the benefits of such a practice, regardless of the type or size of their business. If you don’t already number among them, you should.
Reducing Corporate and Personal Liability
Lawsuits are a threat to every business. Customer disputes often begin with a miscommunication, and escalate into a costly fiasco with neither party able to prove that they’re right. To avoid outcomes where it is your word against a client’s, take a proactive stance to reduce your liability. A call recording system is the perfect antidote to unjust accusations and a costly defence. Recorded evidence can often be used to defuse customer disputes before they escalate into extortionate lawsuits, and where a court case is inevitable, they provide compelling evidence in your favour.
Call recording software provides supervisors and managers with an invaluable tool for quality control. By randomly sampling a number of phone calls made by your agents, you can grade individual calls, providing training and feedback to your employees. Call recording systems have simple mechanisms to allow you to easily mark successful calls and ineffective calls and export them to be used in group meetings to help train and pinpoint strengths and weaknesses. Employees can also listen to their own recorded conversations as a training exercise, identifying areas for self-improvement.
Another useful way to exploit the technology is to get supervisors and managers to filter and search past and current calls, grade them and add notes, as a means of performance review. Check out companies such as Lanonyx, who have some particularly useful, easy to use playback features. These allow managers and supervisors to give productive feedback to sales staff or staff with a high level of telephone based customer interaction. By helping to improve their performance, senior staff members can guide employees to a greater level of success.
Improving Customer Satisfaction
The ability to grade and monitor calls, both past and current, means that supervisors have a greater ability to enforce quality control and ensure positive interactions with customers. Rather than relying on hovering over an employee’s desk to monitor how they interact with customers, they can easily click a button and listen from anywhere in the office. Rather than having to wait for customer complaints to land on their desk before addressing the problem, they can address situations and disgruntled customers before they spiral. Happy customers mean loyal customers, and loyal customers make for a successful business.
There are myriad other benefits to investing in call recording software, more than could possibly be mentioned here, from straight-forward PCI compliance to reducing costly entry errors to reducing personal calls on business time. Call recording software has been the mainstay of major businesses for years, and these benefits make it abundantly clear why they are so beloved of large enterprises. If you want to play with the big boys, then you need the technology to keep up; you need call recording software.