This post was sponsored by Bicom Systems, a leading provider of VoIP phone systems and cloud services.
“Please note that this call may be recorded for training and quality purposes.”
This message is something we have all heard before! Heck, your call center may even have this very script being played to customers waiting in the queue right now. But why? Why are we wasting valuable space in the cloud to keep all these calls?
Keep reading to learn why it is so important.
To answer the initial question is yes. Yes, you should be recording your calls. If your business involves speaking to customers on the phone you need to record them.
Improve Efficiency of Agents
Recorded phone calls are a great way to measure how agents are doing in the field. Supervisors can identify where agents are lacking training and at what point in the calls they must improve their performance.
For example, if an excellent agent is not able to close sales, the supervisor can pinpoint where in the recorded calls things are going wrong. They can then supply the appropriate training as needed.
Remember Important Information
Sometimes a call can contain a lot of information. It can be difficult to give your full attention, answer questions, write notes, etc. Although there are solutions that aid multi-tasking, sometimes you just wish you could pause the conversation. With call recordings, you can! Agents can be fully engaged in their calls and when it is finished they have the ability to replay the conversation and take notes as needed.
Aside from a lump sum of information in the agent’s ear, you also have to take into consideration the voice quality of the call. It can be extremely difficult trying to make proper notes when you are struggling to hear what the caller is saying. In these situations, call recordings are really useful. The agent can play back the entire call and guarantee they heard the correct information.
Improve or Maintain your Reputation
Although every employee in your contact center works differently, it is extremely important they stay on brand. If your company is known to have a “no questions asked” return policy, then all of the agents need to obey by that policy. If your company had many reviews stating that your agents were “so nice” or “so cheerful” on the phone, you would want to keep that momentum going. We all know that one bad review can go farther than a hundred good ones. Call recordings will help you weed out the bad apples in a group.
Unfortunately, a lot of trials are based on “he said” and “she said” information. As an employer, you want to believe the best of your employers but you find yourself questioning, is the customer always right? It is frustrating times like this where a call recording could be useful to determine what actually was said and by who.
Call recordings can help save your company money with legal costs and protect your company and employees against customer allegations.
Build Customer Personas
Reviewing call recordings will give you a better understanding of your target audience. The sales and marketing team can gauge the type of customers your company has based on the interactions in the call.
For example, call recordings give you a lot of information. You can filter through the calls and find similarities between customers calling about a specific product. This will allow the sales/marketing team to get a better understanding of who their customers are. They can create a persona of a fictional customer(s) to represent the type of person to target. The team can then tailor ads to reach that specific target market.
A persona, in user-centered design and marketing, is a fictional character created to represent a user type that might use a site, brand, or product in a similar way. Marketers may use personas together with market segmentation, where the qualitative personas are constructed to be representative of specific segments.
So, should you be recording your calls? We think so.
Bicom Systems PBXware allows you to not only record your calls but use Google Drive, Dropbox, Amazon S3 or their own FTP server to archive their storage. You can keep all of your call recordings, voicemails, and faxes etc. in one place with an easy search and retrieval.
If you want to learn more about Bicom Systems products, please visit our website.
Laura Kyle is a marketing assistant for Bicom Systems (www.bicomsystems.com).