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Quality Management

Practical information about call center recording software, call monitoring and quality assurance for contact centers

Five Reasons to Add Call Recording Software to Your Contact Center

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Many contact centers have added software for call recording out of necessity rather than preference. Compliance with government and industry regulations is one of the most prominent reasons why companies may have to consider call monitoring software, but there are far more compelling reasons why contact centers should be eager to add this capability to their day-to-day business operations. Here are five important reasons why a call recorder program makes sense.

1. Training
The training and orientation applied before an agent is hired may provide adequate preparation, but after a few weeks on the job it will probably prove insufficient for every situation that agent will face. Call monitoring offers an ongoing means to continue agent training, by reviewing specific events and guiding that agent through best practices for each customer service opportunity.

2. Resolving HR Issues
Call centers, like other types of businesses, may be forced to cope with a smaller management staff. That means one manager may be assigned to a large number of agents, and personally monitoring the performance of each can be a daunting challenge. By reviewing records kept on call center call recording software, one manager can increase the effectiveness of his training and reduce supervision time. Plus, better-trained agents reduce employee turnover and the costs inherent in hiring and training new employees.

3. Random Quality Assurance
With call quality monitoring, managers can review any call at any time. There’s no better way to gain insight into a typical customer-agent conversation, and quickly correct any issues. Not every customer will file a complaint after a negative experience, which means some agents might otherwise persist in poor behavior for weeks or months before the situation is confronted and addressed. Call recording software identifies these problems before they can cause significant damage.

4. Lower Costs
Call center recording reduces the need for written evaluations and other materials that contribute to a costly paper trail. It’s also good for the environment.

5. Agent Self-Evaluation
While training is important, call monitoring allows agents to also review their own performances, and learn from their mistakes without the involvement of a manager. The best agents will realize where they need help and make corrections before being informed to do so by their employers.

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