Use Call Center Recording to Develop a Profitable and Reliable Contact Center Team
by Jeff Valentine, CEO, Callfinity -
February 8, 2010
Use call center recording to develop a profitable and reliable contact center team by Jeff Valentine, CEO, Callfinity
Your business may have the best product on the market, the most visible advertising campaign in recent history, and a price point that can’t be undersold. But if your call center team can’t step up to the plate, it’s only a matter of time before dissatisfied customers begin flooding the internet with negative feedback and hostile comments. Face it, customers do care and they’ll let everyone know when you haven’t met their expectations. That’s why it’s critical that your contact center team receives the training and guidance necessary to handle calls in a professional and timely manner.
In order to stay ahead of the curve, businesses are constantly searching for inexpensive and effective ways to improve customer satisfaction and employee performance. After all, competent and reliable employees don’t just fall out of the sky. The key to building a successful franchise hinges on a business’s ability to properly educate new employees and continuously develop the skills of seasoned veterans. It sounds like a fairly simple goal to achieve, yet many businesses still struggle to develop efficient coaching methods their employees can digest and utilize.
The good news is that your business can succeed with the aid of contact center recording. Market analysis has shown that businesses using call center recording have displayed startling improvements in training, productivity, and profitability. In other words, if you want to create a contact center monster capable of adapting to customer needs, legal regulations, and product demand, contact center recording is your answer.
One of the primary reasons many businesses have adopted call recording is that it provides managers with powerful employee coaching tools. Employee coaching allows staff the ability to see the outcome of daily challenges and react accordingly. There’s the old saying that we ‘learn from our experience.’ The benefit of coaching is that it provides reps with the ability to learn before the experience. If an employee is learning on the job, mistakes can yield lost sales, dissatisfied customers, and lead to bad habits.
Before you select a call recording device, there are four questions you need to answer. Does the interface allow you to easily locate recorded calls? How easy is it to listen to recorded calls once you locate them? Can you easily distribute recorded calls to your contact center team? Does your recorder provide a number of options that make it simple to evaluate your employees?
Not only can Callfinity’s ContextRecorder™ easily integrate into any existing phone system, its feature-rich web-based interface provides administrators with all the tools you need to locate, listen, distribute, and evaluate calls.
If you need to locate a call, Callfinity’s ContextRecorder lets you search for recorded calls using a variety of search keys including Agent extension, Que, inbound call number, Agent ID, Time, Duration, and Product ID. ContextRecorder’s embedded audio player lets you listen to calls using familiar playback options. You can also save the standard WAV file to your computer and use any number of preferred audio players like Windows Media Player, iTunes, or RealPlayer to listen to the recording. The Recording Library makes it easy to locate recorded calls and share them without downloading and emailing large WAV file attachments.
The most impressive feature of ContextRecorder is that it lets administrators create complex evaluation forms using a customizable scoring system. Every business has different needs, so providing administrators with a variety of scoring options is an absolute necessity. Each evaluation form can be created using an abundance of customizable form fields such as combo boxes, check boxes, radio groups, and text boxes. The possibilities are endless, allowing administrators to accurately score employees based on business needs. This way your employees know what’s expected and what weak areas need some adjustment.
All of these features can be used to develop your employees into passionate contact center reps. If your employees understand your business expectations, they can begin to hone certain skills and focus on areas that need improvement. Every call is a valuable coaching device. With ContextRecorder organizing your efforts, you can build a profitable and confident contact center team without depleting your budget.
Callfinity provides the easiest to use telecommunications software, systems, and services to contact centers, service providers, and enterprises. Since 1999, over 270 customers in six countries around the world have selected Callfinity’s on-premise equipment and hosted services. For more information about Callfinity, please visit Callfinity’s Web site at www.callfinity.com or call (877) 897-2962 (within US) or +1 585-278-1940 (elsewhere.)
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