Call recording is rapidly becoming common place in UK business. One of the key reasons for this, is consumer acceptance that is may actually benefit them as well as the client company. Call recording will provide one asset – an accurate record of what was said in a telephone conversation. It’s how you use it that brings you the benefits.
One of the more obvious reasons for using call recording is to accumulate hard evidence of what was said. The benefit of such hard evidence is extremely important in areas such as emergency services, but it can also be important in less critical situations such as telephone sales. Nowadays, call recording is also being used increasingly in other non-mainstream applications, for quality control, performance monitoring and staff training. Benefits |
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| Transaction verification |
Playing back the transaction to the customer can minimise time spent dealing with an objection. |
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| Call recording for CRM |
Contact Resource Management is an important business process which involves having a record of all contacts with the customer |
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| measure customer satisfaction |
You can grade calls against defined objectives and establish for instance that the customer receives the correct information, doesn’t get rushed etc. |
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| More accurate management information | For instance, are calls made between just before lunch more effective than those made later? |
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| Improved staff satisfaction |
If an agent has a particularly difficult conversation with a customer, it can be reassuring to know there is a record of what was said. |
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| Staff phone performance training | Through playing back emulated conversations. |
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| Easier to bring new staff up to speed | Through improved training and closer initial monitoring. |
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