“This call may be monitored or recorded for quality and training purposes.”
Almost everyone has heard the beginning of this recording when they place a phone call, but how can it actually benefit your call center?
Recording equipment provides a variety of benefits to employers and employees at call centers. In addition to helping review processes and performance, this equipment can help in multiple areas.
There are different options available when it comes to installing these systems. Software programs integrate directly into your call center and are sold by multiple third party developers, each with its own special features.
You can also consider purchasing equipment that comes with this feature already built into the entire system. If you’re already satisfied with what your team is using, upgrades can be added that will perform the same function.
This equipment is known as a PBX system – which stands for Private Branch Exchange. It’s flexible enough to allow internal and external calls to be recorded. Your administrator can set up the features to help customize the system to your specific needs.
Recording phone calls that each employee takes can help improve their performance – along with showing them successful interactions with their call handling.
In addition to helping current employees, recordings of calls can help managers examine current procedures, and help focus on areas that need to be addressed.
Saving these recordings and sharing them with new employees can cut down on training time by providing relevant examples. Many of these software programs also provide the ability to transcribe each call so they can be broken down line by line.
This technology also allows managers to create playlists that you can organize however you want. Drilling down to a specific topic or challenge enables you and your employees to quickly focus on areas that might need improvement.
Real Time Assistance
Recording and monitoring equipment allows managers to monitor calls as they are happening in real time. This feature can be vital when a frontline employee may be struggling to provide answers or are dealing with an unhappy customer.
Managers can quickly enter the call and provide additional support – customers appreciate this added attention, and a tough situation can be easily turned into a positive experience.
Capture The Details
A hectic call center, mixed with a heavy call volume can result in missed information during the initial call. However, with instant recording an employee can review the entire conversation and double check details that include appointment scheduling and follow through actions.
Depending upon your industry, compliance issues need to be closely followed. The medical and legal fields are two excellent examples, and if a compliance review is ordered, transcripts and recordings are easily retrieved and can be quickly submitted.
Partner with McEnroe
As you can see, there are countless benefits and features available for recording and monitoring equipment. Determining the best fit for your operation doesn’t have to be confusing.
McEnroe Voice can design your call center phone system to provide you with the perfect solution to your needs.