There are many benefits to utilizing your recorded call sessions aside from just good record-keeping. From effective training to providing excellent customer service, recorded call sessions build better employees. Here are 4 ways you should be using them right now.
Accountability
When your call center agents know that their calls are being recorded, they are more likely to utilize the tools they were given during training. Simply knowing they will be held accountable for their performance during the calls, since they can be reviewed later, is a high incentive for them to perform their duties to the best of their abilities. Combining your internal audit program with your agents’ incentive structure is an easy way to ensure your agents are accountable for their performance.
Training
Using a recorded call for a teaching moment can be a really effective training method. Not only can agents learn from the calls of their peers, but in listening to their own recorded calls, they can determine what tactics work best for them.
To maximize the utility of the recorded calls, consider compiling a library of good and bad call recordings that fit all of the common scenarios that your agents will encounter when speaking with your customers. You can use this as a training tool by introducing these recordings to your agents from day one in order to effectively help them understand what is acceptable and what is not.
Reviews
Using recorded calls as a performance benchmark, especially during reviews, can help agents and managers find common ground. By sitting down together and listening to an agent’s progress throughout the year, the manager can get a clear picture of each agent’s performance strengths and weaknesses. If your compliance department is tracking results and trends, that data can also be used to identify what types of call recordings should be reviewed with each agent.
This combination of results and trends and the call recordings can help the leadership team easily see which employees are adhering to all of your business practices, from excellent customer service to compliance standards. Rewarding good behavior or correcting negative behaviors becomes much easier because there is a readily available training tool (the recordings) to help.
Customer Service
As a call center doing business with major corporations and lending institutions, it is imperative that your agents are giving excellent customer service to every person they speak to. With the proper training, utilizing recorded calls, you can ensure each employee will meet your company standards.
But in the spirit of transparency and growth, you can utilize the recorded calls to ensure that those standards are being met and reward those who go above and beyond. This not only ensures a positive work environment but also improves morale, which is just great for business.
The best employees grow by learning their own strengths and weaknesses. Recorded calls can provide the “table” at which your managers and agents sit down to really take a close look at the entire process to see what works and what can use work. Contact DialConnection to see how you can utilize call recordings and speech analytics to improve your quality assurance process.
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