Call Recording: The Good, Bad & Ugly of Customer Care

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Call Recording: The Good, Bad & Ugly of Customer Care

October 03, 2016

Having a successful customer service call is typically the end goal for both parties on a call. Not only are agents being tasked with delivering quick, quality service, but callers also want issues resolved efficiently and without friction.

Getting to this end goal has been the focus for quite some time. As such, call centers have continued to use new technologies and solutions and customers are being given new channels to contact companies for more convenience.

At the end of the day, however, something still has to be done to ensure quality customer care is happening with every interaction. Add to that the fact that many people still prefer to talk to a live agent on the phone when they have an issue, and the need to monitor calls increases. Agents need to know what they are doing wrong and how they can improve and call centers need a way to hear exactly what’s going on. That’s where call recording steps in.

 By recording calls, agents have the information they need to understand how their actions can be improved and give agents real-life scenarios from which to train. That means learning from their own mistakes and how to resolve them in the future.

These real-life examples help tremendously over handing an agent  a handbook, script or list of things to do and getting them to use those reactions when actually on a call.

What’s nice about call recording, aside from having a record of what was said, is that it exposes the good, bad and ugly of customer calls. This leaves the playing field wide open for actions to be taken to improve customer care delivery. And after all, that is the end goal isn’t it? 

Edited by Alicia Young

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