1. Helps enrich feedback during training sessions:
Excerpts from call recording can be used to demonstrate the agents where exactly they failed to meet expectations. The quantitative data from call scoring forms will help to make the feedback more comprehensive. Moreover, this will enhance the feedback process and make the training session more efficacious.
2. Encourages quality control:
Call recording proves to be highly useful in cases where the agents take down the wrong information and there are chances of customer being dissatisfied. Here, in the absence of a call recording system, the agents tend to argue that they are not at fault. On the other hand, managers can prove their point using call recordings. Moreover, in such cases, the manager can listen to the call and take down the correct information, rather than calling the customer again for the same information, which might irritate the customer. This will also help save time and money of the company.
3. Helps formulate an action plan and assess agent performance:
Based on the data collected through call recording and call scoring, an enriched feedback can be provided to the agents. This can further be used to develop an action plan. Thereafter, through call monitoring, managers can assess whether or not the agents have made the appropriate adjustments. If not, then further strategies should be employed to resolve the issue as soon as possible so that the agents can adjust their approach accordingly.
4. Performance review:
The recordings can be analyzed by the management to compare employee progress to company standards. Also, the employees can listen to their own calls, and find out their shortcomings. As a matter of fact, listening to your own calls helps you know the mistakes that you have made or that you have to work on your tone to keep it pleasant.