Improve Call Center Staffing with Call Recording

Every call center wants superstar agents on its team. That process begins with hiring, but few agents perform at outstanding levels from day one. Each new hire becomes a project that will benefit from coaching, training, experience and the tools available to improve performance. Of these, none is more important to the call center staffing process than call recording software. Through call recording, managers can review customer engagements and rank agents on performance. They can also identify specific areas in which an agent thrives, whether that is talking down an angry customer, completing calls more quickly, or up-selling on a customer order. As it’s important to have specific skill sets represented on each call center shift, knowing the strengths and weaknesses of each agent will play a key role in staffing and scheduling decisions. As call centers focus more on quality assurance, call recording can also be combined with other data and metrics from workforce management systems to get more insights for improved training, coaching and staffing. Once supervisors have a handle on the talents of their staff members, they might consider creating shifts based on dedicated agent pools. In this scenario, agents with certain skills are assigned to a dedicated group that focuses primarily on their best attributes. However, many call centers still opt for a universal queue format, which routes inbound calls to agents based on order and availability. While this is a less specialized method, it forces agents to become adept at all of the skills necessary for working at a call center. Ultimately, this may result in greater scheduling flexibility, and the elimination of “weak links” in specific areas. We invite you to watch a short video about call recording that demonstrates key capabilities and might give you some ideas on how you can improve staffing.