Like other businesses navigating this prolonged recession, call center companies are seeking to differentiate themselves from the competition, and using a call recording system has emerged as way to monitor sales agents’ activity, improve on customer interaction tactics and, ultimately, increase a company’s ROI.
How detailed a specific company’s system should be is up for debate. But by using a system such as those offered by East Hartford-based Coordinated Systems, Inc., or “CSI,” a customer can start with a basic, simple call recording system, and then upgrade.
Cost is not a barrier to adoption. CSI officials offer a free software upgrade program for existing and active customers.
Despite all that, switching to a more elaborate quality monitoring system can still be unnerving for many companies, who are unsure of the benefits of what a more robust system could actually do.
While searching for ways to explain why a company might consider an upgrade, I came across
this short – yet concise – list of benefits of CSI’s flagship call recording suite, Virtual Observer, by Rich Marcia, CSI’s marketing director, and how upgrading would increase a company’s performance.
According to Marcia, with Virtual Observer, a company can reduce employee training cycle time, therefore, generating more sales, saves and customer upgrades.
With the more detailed quality recording system, users can view trends of a sales staff over time, comparing month-to-month or year-to-year, which allows for real-time data collections and relevant feedback.
In addition to those benefits, Virtual Observer users can also:
· resolve disputes through call retention
· create training materials based on the best recorded calls
· automate many of your current internal Q&A methods
While these are only just a few of the benefits of the system, it’s evident that upgrading could not only improve a company’s ROI, but also increase the lines of communication for every sales agent, perfecting their call methods.
Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly "green" technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.
Edited by Kelly McGuire