Five Best Practices Tips for Effective Call Recording
Call recording is a technology solution that can improve the quality and efficiency of a call center. But as long as people are still necessary to implement technology and maximize its impact, the addition of call recording software alone is just the first step in leveraging the built-in benefits of the system.
Here are five best practices tips for call center managers and agents, covering every phase of call monitoring system implementation.
Before the System is Installed
1. No one in the call center should be surprised by the addition of call recording software, or be unaware of the reasons why it has been introduced. Let everyone in the call center know what’s happening and why it is important. Emphasize that it’s not an introduction of “Big Brother,” but a way to improve performance for both managers and agents. Schedule time to listen to any feedback, questions or issues.
2. Also, decide in advance which areas will receive the most attention once the center has call recording capability. The measures used previously to determine quality standards and customer satisfaction will need to be revised or even replaced, now that managers can consult a wider array of detailed metrics on every customer encounter.
3. There are legal issues that impact call recording. Clarify how recordings will be logged and saved, who will have access to this stored data, and whether the call monitoring software is compliant with the Federal Communication Commission and other government and industry organizations.
After the System is Installed
4. Most call centers find that agent training is one of the most prominent benefits of call recording software. Create a system for how to incorporate recorded calls into training sessions, that includes breaking down the call into sections, the time it takes to interact with each customer, and how each agent fulfills the procedures established at the time of his/her hiring. Make each training session a means of encouragement rather than a cause for reprimand. Schedule regular reviews to maintain consistency.
5. Use the data and reports generated by a call monitoring system to review scheduling of agents, whether at one or multiple call centers. Make adjustments accordingly to reduce the wait time on incoming calls, or any situations where agents are sitting at their phones with extended periods of non-activity. Finding the right formula to avoid either overworked or idle employees can have significant impact on the call center’s efficiency and its bottom line.
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