Call Center Recording Systems: A Profitable Investment
Call monitoring can do more than improve call center efficiency and customer satisfaction – it can also boost profits as well. Here’s how:
Average Revenues Per Call: Call center recording software makes it easier to measure and improve the most important performance indicators, such as average revenues per call. With comprehensive records of what works and what doesn’t, training and agent-customer interaction can be adjusted accordingly to maximize these revenues based on past performances.
Reduced Paper Costs: VoIP records save space and cost over paper records, lowering the call center’s office expenses and saving a few trees as well.
Accelerating Change: By collecting and analyzing VoIP records of actual customer responses, the call center can adjust more quickly to issues as they arise and disseminate changes in tactics to agents and other key staff. When a successful new approach is discovered, it can be rapidly instituted company-wide, raising additional revenues in days, not weeks or months.
The Operational Advantages of WFM
Still considering whether to add a workforce management solution to your contact center? There are many reasons doing so is
Abandon Rate: What It Is, Why It Goes Up, What You Can Do
Abandon: (verb): To leave completely and finally; forsake utterly; desert: Sounds pretty grim, doesn’t it? “Abandon Rate” is one of