Welcome to another week in review, recapping the top stories from the week in the enterprise call recording sector.
First up, TMCnet contributor Tracey E. Schelmetic discussed ways to analyze and improve sales techniques with call recording. Citing a recent article from Kim Reisman on Business2Community, she says the best way to perfect your pitch is to record and listen to as many sales demos and telephone conversations as you can.
Common issues that usually surface when reviewing call recordings include: verbal tics, including too many 'ums,' nervous laughter or trite phrases like 'win-win situation'; a too aggressive or too passive tone; proper interaction with the caller as opposed to the sales rep doing all the talking; and an overly abrupt or over-the-top closing.
Next, CallCopy (News - Alert) director of Education and ProServices, Barry Knack, discussed the role of workforce optimization in the call center today. In essence, workforce optimization is what holds together agents working from home, online or another call center location.
“Technology means that remote workers do not need to be at a disadvantage in terms of training and mentoring,” wrote Knack. “An advanced WFO suite will include a peer-based quality management system that allows senior representatives to provide tips and coaching for other staff members. Such an approach enables much more ground to be covered than is possible with just supervisors, and it can be framed as a learning exercise instead of a more formal review of performance.”
Lastly, CallCopy made news by providing its cc: Discover solution suite to Chicago's DePaul University, which tends to have a lot of student inquiries at once, putting a lot of pressure on its call center. CallCopy's cc: Discover suite, however, features call recording, quality management, speech analytics and performance management.
With the help of these tools, the DePaul University call center immediately became more efficient. It established a centralized, 'one-stop' contact center capable of handling all questions from students and prospective students. Furthermore, the university's call center can handle almost three times the calls it could before.
That wraps up this week in review. Be sure to head over to the Enterprise Call Recording Channel for more news in this sector!
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