How To Increase Customer Service Efficiency Through Call Recording?

When you're talking of call centers or contact centers, what is the first thing that comes to mind? Of course, an efficient customer service. Why else would people even go to the trouble of tracking down the contact center number, call them up and speak to the agents? As a call center, you're expected to deal with any kind of customers and all their issues. After all, that is what call center software solutions are all about. Now, what is the main element that keeps a call center up and running? That would have to be the agents who communicate with your customers directly. The agents are those that talk to your customers, listen to their problems and provide effective solutions.

That is why it is imperative to train your agents. When you first hire an agent, he or she might be qualified and even experienced. But they may not be familiar with the ways of your call center. And that’s why you need to make sure your agents are well equipped to deal with all situations. One way of doing that would be to use the call recording system as part of your contact center software solutions. You must have heard the message when you’re talking to an agent via call, “this call is being recorded for training purposes…”. Well, that’s just what call recording is. The software would be recording the entire interaction between the agent and the customer. 

Now if you have incorporated call recording into your cloud contact center software, these are a few things you could do to increase the efficiency- 

1)Training your agents- The main purpose behind having call recording is to train your agents and improve their skills. That is essentially the first thing you should look at if you are coaching your agents. How is the agent handling the outbound call center software? How did he or she greet the customer? Does the agent show phone etiquettes? Also, you’ll have to analyze the listening skills of your agent and how well he handles the problems. All these must be analyzed and the worked upon since there is always scope for improvement.

2) The performance of your agents- With call recording, you must check the performance of your agents. There could be some serious issues in performance which may have a toll on your customer care. It could be inadequate knowledge about the product or the cloud customer service software. Or maybe, if the agent demonstrates really poor communication skills or faces issues while handling transactions. These are red flag issues which must be addressed immediately. Tell you agents where they are going wrong and make sure it is fixed as soon as possible. 

3) Customer satisfaction- Now with call recording, you will also be able to judge customer satisfaction. If your customer is satisfied with your product and your services, that would be good for business. After all, a call center is all about customer contact center software solutions. When you are listening to the calls that have been recorded, keep an eye (or rather, ear) out for specific phrases. If you are well versed in the field of human behaviour, you would be able to identify certain mannerisms that tell you if a customer is satisfied or not.

4) Agents' effectiveness- You will also need to see how long it takes for your contact center agents to find the answers to your customers’ problems. That is always the leading parameter which determines how efficient your call center is. If you use the best telemarketing software, then you need to use it to benefit your customers, isn’t it?

Call recording is a critical feature of the best call center software, and you must know how to make the most of it. These are 4 ways of increasing your efficiency with call recording, so what are you waiting for?