Voice logging, also known as call recording, is the practice of listening to, recording, and assessing interactions between call center agents and callers. Many business VoIP providers offer voice logging of some sort as a free feature with their call center solution, although storage space or time may be limited.
Voice logging is used by call centers for a variety of reasons. The most common include:
- Agent training: One of the most efficient ways to train agents is by allowing them to listen to previously recorded conversations. Utilizing real phone calls can prepare new agents for what to expect on most calls, as well as how to properly handle escalated calls.
- Agent productivity: Agent productivity is drastically increased when they know that their conversations are being recorded. Even if the recordings are not monitored on a regular basis, the idea of a manager being able to come back and listen to recordings later urge agents to be as productive and proactive with customers as possible.
- Quality control: Voice logging can be used to set a standard for quality of calls and quality of customer service. Being able to listen to previous phone calls can allow agents to understand in which areas they are excelling, and in which areas they may need more training on.
- Follow-up information: Voice logging can be incredibly vital for agents when they don’t remember everything that a customer may have said. By going to back to the recordings, agents are able to ensure that they have all of the correct information to use to follow-up later.
- Liability protection: When making verbal agreements, voice logging is a huge asset. By having recordings of everything said over the phone and during the conversation, one person cannot go back and change their minds or statements later.
By utilizing voice logging, businesses are able to enhance their agents’ productivity and customer service.