5 Benefits of Call Recording for Today’s Call Centers

Jun 19, 2017

Posted In: Call Centers, call recording, cloud-based, Compliance Author: Adam Dummar

Call recording offers numerous benefits, many of them consumer-facing. Consumers who desire better interactions should know that call recording is a driver behind reducing hold times, increasing first call resolutions, and using data to resolve problems, faster. The benefits are a win-win situation for both consumers and businesses.

Call recording directly impacts expense reports, call center efficiency, and business operations. For instance, call recording ensures compliance in call centers, preventing liability issues and potential litigation. Call recording can also positively affect agent training and reduce costly errors.

Once you understand the benefits, you will be able to make an informed decision about call recording, as well as be ready to request a demo of the TCN cloud-based call center platform.

1. Compliant Agents

In a past post we said, “Happy agents are compliant agents.” We stand by the premise. Staying in compliance with all regulations, including PCI and TCPA, keeps your company in the black and customers satisfied.

Call recording facilitates compliance by storing conversations between agents and customers—it’s an audible and sometimes transcribed document that can be referred to, as needed—useful in case of a liability complaint.

2. Customer Satisfaction

Customers often despise contacting a call center for assistance because of long wait times, painfully long conversations, or agents who lack empathy. As an example, an agent who tells a customer, “You sound like you’re tired,” probably isn’t going to fare well in the customer’s mind. The customer is tired—tired of being on the phone trying to get an answer to a question. Highlighting the fact doesn’t do the agent or the customer any favors.

Call recording catches instances like those, and they can be used to teach agents to properly respond to customers who call in. The golden rule completely applies here: agents should treat customers like they want to be treated when experiencing a technical difficulty or other problem.

3. Onboarding and Training

You might not want green recruits trying out their skills on customers, but you can let them navigate past calls. The practice sometimes acts similar to a language-learning lab. Agents listen to previously recorded calls and, depending on the learning environment, either work through quizzes or interactive elements.

By using call recording and sharing those calls in onboarding and training programs, you guarantee three things. One, newly hired agents have the best chance of success. Two, you reduce the likelihood of repeating or experiencing a costly error. Three, agents remember and implement theories and best practices learned during onboarding and training.

4. Operational Efficiency

Operational efficiency may be the point you care about most, perhaps even more so than compliance. Efficiency affects your budget and bottom line. If you can achieve higher levels of efficiency and productivity, your call center wins all the way around.

Call recording helps with those goals, particularly if combined with call scoring and business-specific metrics. The convergence grants the power to perform ongoing performance reviews, rather than annual ones. In return, you see incremental gains in efficiency and productivity that lead to more satisfied agents, happy customers, and improved profit margins.

5. Quality Control and Assurance

Some call center solutions, TCN’s included, allow you to not only record calls but also monitor them. The ability gives you opportunities to listen to conversations in real time and step in when an agent begins to flounder.

Ready to embrace compliance and the other advantages of call recording? Request a demo today to get started.

About the Author: Adam Dummar

Adam Dummar manages new client implementation, testing of system updates, ensuring client satisfaction, and oversees new employee orientation and training within the Customer Service & Support department. His background in legal services involved debt collections compliance and management of security processes for sensitive data collection. He routinely travels to client sites and assists with setup and training for new accounts as well as troubleshooting and presenting new features to existing clients.