Digital call recording has truly revolutionized the call center industry. While recording was once an onerous, manual process that could only be undertaken for specific training needs or in extreme cases, it’s now essentially a service that can be configured in any way the call center requires. In the days of old, simply finding a place to store recorded calls was a headache. Today, cloud-based storage has made keeping calls easy, and analytics and speech recognition have taken the pain out of using the data stored in the calls.
New digital recording solutions enable contact centers to analyze individual telephone encounters as well as call patterns and meta data. Utilizing this software can help call centers improve the efficiency and effectiveness of their employees, resulting in better branding and more growth for the business.
Some ways digital call recording software can improve operations in call centers include the following:
Improve efficiency. Modern call recording solutions can allow call centers to create objective benchmarks for improvements and assess the need for changes in the ways agents handle calls. This can help agents improve quickly and meet call center best practices.
Streamline your training. You can help make your employees more productive and effective by utilizing the benefits of call recording in your employee training procedures. The best way to instill your business’s values in your employees is to give them examples of your preferred methods of handling customers.
Make reviewing calls easy. Once upon a time, call centers used to waste a great deal of time manually searching for the information they needed in recorded calls. Because it was so painful, it was seldom done. But regularly reviewing calls can help contact centers identify ways to improve how agents handle customers and situations. And in the case of escalated or problematic calls, managers can quickly find the recording they need to resolve “he said, she said” scenarios and to delve deep into the ways the call went wrong or right.
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Edited by Brooke Neuman