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Contact Center Telephone Recording Application Experts Talk

2018-05-16 09:55:29 Author: Source:CTI ForumComment:0  Click:


CTI Forum (ctiforum.com) (Compiler/Leng Qin): Our panel of experts discussed the best way to use call recording in the contact center.
Call recording is a useful tool to help you understand what customers are actually asking for and help companies make their marketing efforts more effective.
By listening to the customer's phone, the marketing team can understand their target market and fully understand the buyer's situation.
These insights can be applied to product development and marketing. As needed and not needed, it will lead to constant innovation and competitive advantage.
1, identify training needs
When it comes to monitoring the performance of agents, call recording is a very useful tool that can help determine the training needs of the contact center team and thus more easily define areas where agents may need improvement.
Enda Kenneally
In addition, tools such as monitors and whispers can make these processes happen in real time. These tools provide managers with special communication capabilities. They or team leaders can listen carefully, provide advice during the conversation, help guide new agents, or join conversations as needed to help guide the training and development of agents.
Without listening or reviewing the phone process, executives may never fully understand how to help their agents provide quality customer service.
Thanks to Enda Kenneally of West Unified Communications.
2, to resolve customer disputes - in particular with the screen record
In one scenario, the customer insisted on giving the seat a specific request on the phone. However, the agent handling the call seems to have determined that no specific request has been made. what would you do?
Jeremy Payne
By telephone recording, this dispute can be resolved because companies can hear the original phone and the truth cannot be concealed. Customers can also use recording as proof.
However, this example is not limited to mobile phones because agents may be accused of not correctly handling customer requests on other channels, such as e-mail, live chat, and instant messaging applications. Therefore, screen records are also valid for solving customer disputes.
Thank Jeremy Payne from Enghouse Interactive.
3. Find compliance issues
It is important to ensure that contact center solutions provide convenient call records and use them effectively.
John Eng
Companies can use these methods within their business to inspect compliance issues as well as performance issues and take corrective actions to increase the effectiveness and efficiency of their operations.
In addition, managers can easily determine what the biggest voice in individual or group training is.
Thanks to John Eng of NewVoiceMedia.
4, copy the best practice
The contact center needs to record the phone because it is the best way to train and guide the agent how to effectively handle the phone and customer inquiries. This can generate ROI by improving services and reducing costs:
Atiq Rehman
  • Improve sales revenue from telephone transactions by improving sales skills.
  • Due to improved customer service skills, the first-time problem resolution rate was improved.
  • Due to the increase of product knowledge, the processing time and the hold time of the call are reduced.
  • Use phone records to conduct targeted training to reduce training costs.
  • Protect the interests of the company by resolving disputes over the contents of the telephone.
  • Shorten the time for new employees to enter the work role.
Thanks to Atiq Rehman of Business Systems.
5, help senior management understand the problem
Often, the team feels a problem with a portion of the business, resulting in a large number of unnecessary calls entering the contact center. But to solve this problem, senior management may need to make sure the problem is in another department.
A major online retailer's contact center can solve this problem because they suspect inconsistent logistical problems in a particular geographic area. By using telephone recording in this way, management can prove that the problem is not the contact center telling the management that there is a problem but the customer.
6, support agent training
Playing typical phone recordings and discussions during induction training is a great way to share best practices. Give new employees the experience they need to speed up their careers.
Sharing negative phone recordings is also not a bad idea. New people must feel the phone calls from angry customers to ensure they are fully prepared for the challenges of this role. This may increase the number of dropouts, but providing such a scenario in advance will reduce potential consumption.
Therefore, sharing a large number of phone examples in the team and highlighting the moments when the agents really did a good job, emphasizing the specific technologies and phrases they used to get a positive customer response.
7, improve the quality assurance
A key driver for using call recording in contact centers is call scoring. Each agent is selected by the quality management team each month for a certain number of random calls to assess their performance.
However, telephone recordings can also be used to allow agents to listen to their own interactions. This is useful when an agent sets a goal of hard work and they want to give a telephone recording to show that they are improving.
Charlie Mitchell
Listening to telephone recordings with team members will allow agents to actively think about their goals, and analysts have the opportunity to improve morale by identifying their goals and improving service quality.
Another advantage of telephone recording is that the attendees share their recordings with trainers and ask them to conduct further instructions. Trainers can provide some advice on how to better deal with this situation in the future, or let the agent believe that they are doing well.
Thank Charlie Mitchell of CallCentreHelper.
8, observe the customer journey
The contact records of the contact center can serve as a platform for multiple applications, which can greatly improve the quality of services such as business analysis and quality management.
Leora Borgenicht
For example, omni-channel records allow customers to make the desired customer journey. Customers can start interactions with channels they choose (email, for example) and complete them in another way (like real-time chat). If they want to, they can communicate through more channels and they will not interrupt their journey.
By documenting the customer's journey, the contact center can find ways to improve their journey at each customer's "touch point" through any channel they use.
Thanks to NICE's Leora Borgenicht.
9, understand the customer's pain points
When listening to telephone recordings, it is important to consider the journey that customers follow. What number did they dial? What channels did they use? How long have they waited? Did they change channels?
Ian Robertson
By linking what happened during the contact process, the contact center can understand the customer's pain points and make improvements where it will have the greatest impact.
While the greatest value from telephone recording is pairing recordings with speech analysis systems, manual root-cause analysis can still provide valuable insights.
Thanks to Ian Robertson of TheForum.
10. Find the best vocabulary to use in sales calls
Whenever an agent sells, it's best to record a copy of the interaction and then listen again to see if any particular word or phrase can cause a good reaction from the customer.
Frank Sherlock
Once determined, write down these words and phrases and consider including them in training materials for future recruits. Including sharing between agents because it helps spread best practices in the contact center.
Further, telephone recordings can be paired with interactive analysis to provide agents with operational information to improve their own performance and quality scores.
Thanks to Frank Sherlock of CallMiner.
Does telephone recording have other uses that can bring benefits to the contact center?
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Original URL: https://www.callcentrehelper.com/uses-for-call-recordings-126780.htm
 
[Disclaimer] This article only represents the author's own opinion and has nothing to do with the CTI Forum. The CTI Forum maintains its neutrality in the presentation of statements and opinions, and does not provide any express or implied warranty for the accuracy, reliability or completeness of the contents contained therein. Readers are for reference only, and please bear full responsibility for yourself.

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