Call centers are a great way for companies to connect with their customers and meet their service needs in a convenient and personalized manner. Call centers can act as hotlines that offer clients helpful after-market services and troubleshooting assistance. They are also a great way for companies to gather and analyze client information and feedback so that it can be used to improve and tailor their services and product offerings. However, if the quality of the service offered by a call center is suffering, then it may be time to consider using a DVLR system to review customer-agent interactions and pinpoint areas that need improvement.
Customers want to be able to contact a company’s call center with limited delay and resolve any issues quickly and effortlessly. Unfortunately, this is not always the case, and oftentimes calls come to an end with the customer feeling less than satisfied with the overall experience. Common complaints associated with call centers include:
– Being kept on hold for an extended period of time
– Dealing with agents that are either not helpful, ill-informed, or rude
– Being transferred to different departments multiple times, and then having to repeat their situation each time, before they are put in contact with someone that can resolve their problem
Call recording technology can be used to reduce and minimize these types of complaints. Thanks to modern voice recorders, calls can be easily archived, and then retrieved as part of employee training exercises. By using real-life call recording examples, management can pinpoint areas that need improvement and agents can gain a better idea of how to handle demanding customers or difficult situations. Employees that are better trained are more efficient, meaning each call can be handled in less time, and more clients can be serviced in the same amount of time.
Some DVLR systems may be integrated with call center databases, allowing customer information to be shared among employees, so that repetitive questioning and client identification becomes unnecessary. Call recording will also result in greater employee accountability. Employees that know they are being recorded may be less likely to exhibit rude or negative behaviors. Positive changes in work quality can then be rewarded, resulting in better-motivated employees.
Call recording and voice recorders are tools that can help train and empower customer service agents, leading to reduced waiting times, call transfers and ultimately a better experience for the client.