Call recording software helps businesses of all sizes capture customer/prospect calls so the organization can go back and listen to calls in order to settle he-said/she-said disputes, support litigation, prove compliance and more. While a highly effective tool in its own right, when combined with quality monitoring software, you have a powerful one-two-punch that will greatly enhance the performance and capabilities of your contact center. And who doesn't want that?
While most Fortune 5000 organizations employ both tools, it is fair to say that many small to mid-size organizations either just have call recording or nothing at all. The value of the combination of call recording and quality monitoring software is so high, that these organizations need to really start considering employing both.
Value of Call Recording + Quality Monitoring Together
In fact, there are a number of statistics that illustrate just how important quality monitoring software is (along with call recording software), including:
86% of buyers will pay for a better customer experience
89% of customers will go to a competitor due to poor service
Average first call resolution rate in the U.S. is just over 80%