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Call Recording: Enhancing the Contact Center

Call recording is a great way to enhance customer service within contact centers, and for many different reasons.   At this point, most contact centers are utilizing call recording in some way.  However, it’s imperative that contact center managers understand just how many opportunities for enhancement are provided by call recording in order to make their contact center as efficient as possible.

  • Quality monitoring:  By reviewing previously recorded calls, contact center managers are able to distinguish in which areas agents are most productive, and which need improvement.  For instance, are some agents more efficient at resolving issues than upselling to their customers?  Similarly, call recording can be used to determine the quality of the phone calls, and the information the customers are receiving.
  • Employee training:  By using previously recorded phone calls, employee training can also be improved.  Call recordings are a great way to show new employees what would be considered a positive phone call, and what would be considered a negative one.  Utilizing real phone calls can also give employees a good sense of what to expect for an average phone call, as well as how to handle escalated ones.
  • Agent reviews: Call center managers should use call recording to discover where an agent excels, and what they need to work on.  Doing so on a monthly basis will allow employee reviews to go much more smoothly; if an employee worked extremely hard in one instance, they can receive praise where praise was earned, while on the other hand, if they may have done something that should be corrected, they are able to hear where the call went wrong.

It is commonly though that call recording is more important in large contact centers, but any size contact center can reap the benefits that call recording provides.  Customer service, efficiency, and productivity will all spike when call recording is utilized by contact center managers.


David Wise

David Wise

Chief Executive Officer, Founder at AVOXI
David has more than 18 years of management experience in the telecommunications industry. A graduate of the Citadel, David worked as a Senior Account Executive with Intermedia Communications and later co-founded Rapid Link, a leading provider of International callback and VoIP. David then founded AVOXI in 2001with a focus on providing niche international call center markets with customized voice and data services. read more
David Wise
David Wise

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