Call Recording - Three Key Reasons Why it Makes Sense for your Organization
3. Training & Quality Monitoring
Improve Personal and Corporate Performance, Assess Training Needs, and Ensure Customer Satisfaction
Training: the education, instruction, or discipline of a person for the purposes of improving performance and building skills;
Quality Monitoring: the practice of watching, keeping track of, or checking for the purposes of maintaining or improving quality
- Do you know how your employees sound or come across while on the telephone?
- Do their voices sound flat or uninterested?
- Are they courteous?
- Do they respond well to difficult people?
- Do they miss obvious opportunities for more business?
- Do they accurately answer questions and act in the customers best interests?
- Do they make claims that cannot be fulfilled?
- What about your own voice and telephone manner?
- Can it stand some improvement?
Most business situations can benefit from continuously improving telephone communications. That includes how we sound, our tone, our manner, how we react, what we say - and what we don't say. For that, proper training is essential.
Quality Monitoring helps you keep in touch with how your business is operating. It helps you identify and correct bad practices before they get out of hand. It also helps you identify and reward good performance. Ultimately, quality monitoring helps drive customer satisfaction and ensures a positive customer experience by monitoring telephone activity, identifying best practice examples, and incorporating them into your training processes.
Training and Quality Monitoring through call recording is especially important for call center supervisors, interviewers, government agents, customer service personnel, technical support/help desk technicians, and receptionists
Training and monitoring your staff on the telephone can be a difficult and time-consuming process. Traditionally, these tasks have always needed to be done in real-time and, with busy schedules, that's hard to do.
A digital call recorder is an important training and improvement tool because it delivers objective feedback (in the form of high-quality audio records) that can be used to measure and reward performance, expose and correct mistakes, highlight and share successful practices, and learn new behaviors that maximize the success of your telephone conversations. A digital call recorder such as the Algo ECR System not only can retain a record of all calls, it can also allow you to silently listen in to calls from any extension, in real time. Furthermore, call recorders save time by allowing you to review and critique recorded calls on your own schedule rather than having to be present as a call happens.
The Bottom Line
Many business challenges can be traced to communication problems, insufficient knowledge or training, poor documentation, or absence of effective monitoring. Recording telephone calls is an effective step to improving each of these areas.
With advanced features such as automatic and manual recording, fast data retrieval, high quality digital audio, and secure and reliable archiving, a digital call recorder is a powerful addition to any small business telephone system.
Whether your needs are to ensure accuracy, improve personal or corporate performance, provide verification or regulatory compliance, or simply to save time, a digital call recorder makes excellent business sense.
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- MLA Style "accuracy." Merriam-Webster Online Dictionary. 2009.
Merriam-Webster Online. 18 February 2009 - Modern Language Association (MLA): "verification." Dictionary.com Unabridged (v 1.1). Random House, Inc. 18 Feb. 2009.
http://dictionary.reference.com/browse/verification
