A call recording system should do more than maintain a record of all incoming customer calls – it should make it easy for you to retrieve specific calls and types of calls for quality management and training purposes.
This is achieved through tagging, which acts as a ‘bookmark’ to identify calls that may be useful for these and other reasons. Every contact center assigns different tags to sets of calls. Here are some of the most common.
1. Issues with a specific product or service
If too many customers are having the same problem, this is important information that should be passed on to those responsible for its creation and execution. The recordings will let them know exactly what is wrong.
2. Questions that can’t be answered
It is the agent’s job to answer customer inquiries, but it’s not uncommon for questions to arise for which the agent is unable to respond. These should be tagged and reviewed later, so answers can be put forth.
3. Angry customers
There is a difference between dissatisfied customers and those who start yelling as soon as the agent says “How may I help you?” Tag these calls so agents will have some advance warning if that customer calls again. These are also contacts that can be routed to an agent that specializes in handling bad-tempered individuals.
Why not put together a feel-good file that includes praise for the company, its products, and (hopefully!) even the call center? Agents like to occasionally be reminded that they are doing a good job.
Any call that contains threatening language against the company or any of its personnel must be tagged, and perhaps even passed on to law enforcement. In these dangerous times there is no such thing as being too careful.
Sometimes the best ideas come from outside the company. Tag these calls for both quantitative (how many suggestions did we get?) and qualitative (what did customers suggest?) analysis later.
7. New customers
The objective with new customers is to turn them into frequent customers. Tag first-time callers/buyers so it is easier to track their progress.
With Monet Record, an agent or supervisors can tag content as it happens and label it accordingly. Management may then (or later) assign access restrictions to that tag. Reviewing tags should then be as simple as visiting the recording detail page and clicking on the appropriate view link for the desired tag.