Call recording software can bring substantial value to any organization in the form of improved customer service, regulatory/industry compliance, order verification and dispute resolution capabilities. In this piece we are going to focus only on the customer service and dispute resolution value of call recording.
When you capture customer calls (and agent screen activity), you have a goldmine of data to help you dramatically enhance your entire customer service operation. The reason is that these interactions are precisely where your company delivers its service. These customer conversations with your agents are at the very center of your organization's ability to deliver a stellar customer experience. So not only do you want to record these interactions, but you also want to listen to what the recordings are telling you.
Here are the top 3 things you can learn from your recorded calls:
1. Which customers might defect and why - why not have each agent ask callers at the end of the conversation to rate the service given on a scale of 1-5. With this information, your supervisors can review the calls of anyone who gave a score of 1-2 (possibly 3) and call them back if necessary to keep them from defecting. You can also use these recordings to ascertain where the problem lies - was it due to poor agent performance, a correctable workflow issue, etc.
2. Which workflow processes need fixing - A dissatisfied customer might be the result of faulty workflow processes. When supervisors listen to a sampling of calls (and view the screen recording) from each agent, they may discover workflow issues. For instance, you might find that certain data (like purchase history) isn't populating properly on the agent's screen. Perhaps there is an on-screen glitch in order processing and certain orders won't take and need to be resubmitted. With the recordings, you will be able to identify such root causes of customer service disruption so you can work to correct them right away.
3. Who is at fault in a customer dispute (agent or customer?) - Customers often times say one thing and recall saying something else. When this happens, disputes can occur. With the specific recorded call at your disposal, you and the agent can listen to the interaction and determine precisely what was said. If a customer did in fact provide authorization to charge his/her credit card, for example, you will hear it. If he/she did not offer such approval, you will learn that too.