GoResponse Telephone Answering Service Staff

Call recording offers call centres multiple benefits

Headset lying on a laptop computer keyboardFor many call centres, call recording has become an essential part of operations. The phrase “Calls may be recorded for training and quality purposes” is heard all too often by consumers, and there are many benefits for telephone answering services that are willing to spend time analysing their recordings. Traditionally, call recording solutions were expensive, but new tools are simple to use and extremely affordable thanks to modern technology and innovation.

Call recording solutions can be used in various ways. Most commonly, recordings can be used as a teaching aid to help support and develop agent skills. Optimising customer services quality is essential in the digital age, and turning to historic consumer calls offers a way of guiding new starters through the challenges of dealing with people’s enquiries.

However, recording solutions can also be used in other ways. For example, they can act as evidence to quickly resolve disputes, protecting brands from ongoing and expensive complaints. Likewise, they also act as the confirmation of an agreement, allowing orders and delivery details to be checked, for example.

There is also the chance for recordings to be screened for best practices or advice and instruction giving. For example, if a call centre offers medical advice or tech support, organisations can check recordings to ensure the proper guidelines are being followed.

In some cases, there is also the need for mandatory recording to meet compliance rules. This ensures that when audits take place and details need to be checked, firms have the right data available.

Although call recording might not seem important, it has a variety of uses in the call centre environment. Therefore, it is essential to utilise this technology.

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