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Call Recording: Not Just For Agent Training

Call recording is most commonly praised due to its ability to make agent training easier; after all, listening and hearing how other agents completed calls, as well as hearing the protocols for the most common inquiries received, is the easiest way to learn.

However, there are other huge benefits of call recording that are less frequently discussed.  Perhaps the biggest benefit that call recording provides is the ability to listen back on previous calls with a customer when you speak with them again.  At times, agents and customers get confused about what was promised or what was discussed during the last phone call, either due to a lack of notes, or a customer claiming they were promised something that generally isn’t common practice.  Being able to listen back to calls in this instance is critical to ensuring both customer satisfaction while remaining compliant with the call center manager’s, as well as the company’s, expectations.

Similar to the previous benefit, call recordings can be used during legal cases, or to prevent them.  If a customer dispute escalates, call recording can enable quick and easy resolutions to problems that would be “he-said, she-said” arguments without the recordings.

Agents can also refer back to call recordings when doing data entry, or following up on a phone call.  If the call center agent is unsure exactly what the customer was looking for, needs a product or serial number provided by the customer, or just wants to validate the notes taken, they can easily listen to the call recording to ensure they’re entering the correct information.

While call recording is certainly an asset to agent training, it can prove useful in many other situations as well.  Utilizing call recording in many different ways can increase agent productivity, and make operations easier and smoother for all call center employees.

Call Recording Related Links

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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