5 Ways Call Recording Software Improves Contact Center Efficiency

Posted by Linda Caudle

12/17/12 9:58 AM


Despite in-store retail and internet platforms driving the vast majority of sales business, contact centers remain a cornerstone of many companies’ sales and support infrastructure. Who of us hasn’t been forced to call a product manufacturer or an e-commerce support number for general information, technical help, or to make a purchase when a website is behaving badly? This is often a last line of defense, where contact center employees operate as direct lines to, or faces of a company. They either create life-long devotees through timely and knowledgeable support, or leave customers defecting to competitors as a result of myriad shortcomings.

Working in a contact center is a daunting job. Employees are not only faced with a huge variety of issues, but are forced to deal with often irate, frustrated customers. As such, the industry suffers from one of the highest worker attrition rates, estimated on average around 50% annually. All is not hopeless however, as the rapid development and roll out of contact center recording software is leading to skyrocketing call efficiency, customer satisfaction, and employee morale (and therefore retention). What are some of the benefits of a call recording platform? One solution suite, offered by Envision, yields many possibilities.


One problem with contact centers is consistency. Employees trained by different managers at varied intervals often provide a wide range of responses to similar issues or opportunities. Managers can’t be everywhere at once to ensure a unified approach. And hypothetical situations don’t always transfer directly to real-world scenarios. The advanced call recording software of today, however, not only captures well-handled calls, but flags them as noteworthy to be used as training for other employees. And a contact center full of employees providing more consistent information and responses leads to less confusion, more satisfied customers, and fewer call-backs.


Special offers and promotions are often used as a lever for up-selling customers, giving a new product a running start, or smoothing over issues and ensuring customer retention. Unsurprisingly, it can be incredibly difficult to gather and analyze data regarding the efficacy of special offers and promotions. Are employees pitching them properly and in the right circumstances? Are customers interested? Are the offers compelling enough? Call recording software gathers this data by capturing relevant calls. Managers are then free from the process of sifting through calls to find data, and may instead spend time interpreting it.


Given that even relatively efficient contact centers maintain high employee turnover rates, training is an essential function of near-daily operations. The more quickly a new hire can be brought up to speed and certified as a quality agent, the more resources may be directed to other areas. Drawing from an archive of well-organized, indexed call recordings allows contact center managers to fine-tune training programs, bringing focus to key scenarios and approaches. How do you handle an irate customer? When should an issue be escalated to a manager? What are some examples of things to never say on a call? New hires run through the ins and outs of recordings rather attempting to piece together reality from the hypothetical situations often given in more traditional training.


One likely dreaded aspect of most any modern workplace is employee evaluation. Wage rates, promotions, and even jobs may be on the line. The evaluation process is often handled one or twice yearly, is time consuming, and can be seen to draw time and energy away from doing the job itself. Call recording software mitigates the drag of evaluations, providing an opportunity for employees to develop the habit of regularly reviewing a sampling of their own calls. In this manner, evaluation becomes an ongoing process where employees may fine tune and improve their own and their peers’ performance. This not only cuts out the costly administrative build-up of annual or biannual reviews, but leads to a greater sense of pride in each employee’s personal performance. Self-empowered employees are more likely to stick around and be proactive, positive, and effective when interacting with customers.


The reality of a contact center is that even with just a handful of agents active at any given time, over the course of a day the number of calls adds up. If managers were to rely on listening in to calls or scheduling recording times, they would surely miss out on a wealth of examples and information that would otherwise lead to the establishment of an evolving set of best practices. Modern call recording software nullifies this problem, bringing all call data together for managers to pick through for gems. Successful customer retention or sales calls can be analyzed to determine what worked (and what didn’t), providing both conceptual and real-world examples for continually re-training employees. Furthermore, it becomes much easier to reward high-performing employees who regularly contribute good examples, which provides further incentive to all employees to innovate and excel.

Topics: agent performance

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