Why Do I Need Call Recording and Reporting?
You have undoubtedly called a customer service center at some point and been greeted with the phrase “This call may be recorded for quality assurance purposes.” Call recording and reporting has been used for decades by customer service centers in order to ensure customer satisfaction and gauge employee productivity. Today, more and more businesses have seen the value of having call recording and reporting, and for more reasons than just customer service and training.
Dispute Resolution
When a customer calls a company, it is usually to report a problem and seek help. The root of the problem can range from the company making a mistake to the customer lacking necessary knowledge to the product being faulty. Having call recording and reporting allows managers to listen to conversations to diagnose the root of a specific problem. Knowing how a common problem often begins is a great way to take action to keep the problem from reoccurring in the future.
Fosters Growing Businesses
As businesses grow, they often establish multiple locations or outsource certain business functions. It’s more difficult to manage several locations or centers that are located in other countries. Call recording and reporting provides an easy way to check in on conversations–diagnosing problems and gauging customer satisfaction–from any location.
Regulatory Compliance
Many businesses have strict regulations that they must follow. For instance, banks must follow the Payment Card Industry Data Security Standard (PCI-DSS) when handling clients’ sensitive financial information, and hospitals must follow the Health Insurance Portability and Accountability Act of 1996 (HIPPA) when handling clients’ sensitive medical information. Managers who listen to recorded conversations can find and correct breaches of these regulations before they result in hefty fines.
Productivity
You can customize call reports based on call length, call scoring, and number of calls per employee. You can even highlight personal calls, so that you can target which employees are making excessive personal calls and correct the problem. In fact, just knowing that you have the ability to listen in on conversations will deter employees from making personal calls and from sharing information that they should not be sharing. Overall, you’ll see a boost in productivity and smart use of limited time.
Contact McEnroe Voice & Data Today!
Are you ready to upgrade your phone system and improve your customer service experience? Call McEnroe Voice & Data in Maryland, D.C., Northern Virginia, or Central Pennsylvania at 1-800-727-1607 or in Maryland or D.C. at (703) 903-9881, or simply contact us on our website! We offer a free consultation, so be sure to get in touch and take advantage of this free service. Want to keep up with the latest in voice and data news? Follow us on Facebook,Twitter, Google+, Pinterest, and Linkedin!