Ever have a telephone call with a customer go so wrong you wished you could go back and find out what happened? Or forgot important information from a conversation with a client you wished you could remember? Well with call recording prevalent in the work place, these lost opportunities have now vanished. Because there are so many benefits for companies that monitor phone calls in the workplace, it has now become a must on the list of UC options IT departments provide. One major benefit is using the recorded phone calls as a training tool for new/ incoming employees. Employers can pull up past phone conversations and train perspective employees on how to handle certain situations and improve the overall quality of the company.
Another major benefit is liability. If a customer is treated unfairly or isn’t happy with the customer service they received, the company and the employee can potentially be held liable for that, so having recorded files of the phone calls just one-click away is a sure way to get to the bottom of where that particular call went wrong. Because almost every company adheres to a “customer first policy”, and in the off chance a customer is lying about something and the employee is absolutely certain he/she is right, these recorded calls can be the only thing that will salvage that employees good name.
Call recording can also have a major upside for the workplace and improve productivity. Employers are able to monitor an employee’s phone activity for example, and check if there is a lack of productivity or if improper use of the telephone is occurring. They are also able to go back and listen to phone calls with clients and retrieve any information they may have forgotten.
Although call recording in the enterprise is legal, some requirements must still be met. Whether you’re dealing with a debt collector, or credit card company, or customer service representative in general, we’ve all heard the “For quality assurance this call may be monitored or recorded,” spiel.
The first part is correct in the fact that recorded calls will help improve quality assurance, but federal and most state laws mandate that both parties must consent to the recording of a phone call.
Many call recording companies offer more features than just telephone call recording. Call Copy’s newest product cc: Clarity (News - Alert) offers the ability to identify call trends, forecast call volumes and decrease handle time by assigning specific agents to specific calls or work times.
And with so many workplaces becoming more mobile, it doesn’t hurt to be able to manage your entire work schedule from any Web browser.
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Edited by Brooke Neuman