How many lawsuits could your company diffuse by simply installing call recording equipment?
Improve quality: This is the first benefit most people think of when thinking of call recording. By recording calls, errors can be detected and often corrected before they become costly mistakes. A call centre employee might mistype customer information, or enter an order for the wrong product colour or quantity. However, by routinely verifying their call recordings before shipping, this information could be confirmed or corrected saving considerable money. Not only this, but customer satisfaction is improved. Rather than having to bother the customer, the recording can be reviewed and the mistake corrected without the customer even knowing. Supervisors can also use the call recording software to routinely check calls to make sure proper dialogs are being used and offers made. The results are superior quality, lower cost and increased customer satisfaction.
Increase security: The simple presence of a telephone recorder on company lines often acts as a deterrent to all types of security breaches or inappropriate employee calls. Such security breaches or inappropriate calls can be detected with the call recording software and then used to either address the problem with the employee or if necessary to act as evidence.
Better training: Training and performance reviews are made easier when call recordings are easily available to trainers and managers. Trainers can use the call recording software to search and find calls that exemplify excellent customer service or salesmanship. These can be easily emailed to other reps as an example or played in a training meeting. Likewise, poor quality calls can be found by managers and sent to the employees that made them to allow them to learn from their mistakes and improve.
Sales and Marketing Data: A call recorder gives your sales and marketing departments valuable data that will help them discover exactly what sales techniques or marketing campaigns are working and more importantly, why they are working. A sales manager can use the call recording software to review calls that resulted in successful sales and glean ways to improve the sales dialogs for the entire sales staff. A marketing manager can listen to the same calls and discover what offers are working best, or the reasons customers give for not taking those offers. This helps the marketing department choose the most successful offers and create better offers in the future.
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Denwa Communications based in the UK are a business supplier of Phone Systems and peripheral equipment.