How do you know if you're getting the most utility from your recorded calls?
Well, there is a litmus test you can take that will help you score the value you are realizing from recording customer calls. Here it goes; answer the questions and keep a tally of your scores, which are represented in parentheses after each scoring option:
1. How many calls per agent are you monitoring a month for quality monitoring?
Five (3 points)
Seven (5 points)
Ten (7 points)
Over 10 (10 points)
2. Do you listen to past customer calls at contact center staff meetings and discuss them collectively to identify best practices and/or areas for improvement?
No (0 points)
Yes, just best practice calls (5 points)
Yes, just improvement opportunity calls (5 points)
Yes, both best-practice and improvement-opportunity calls (10 points)
3. Do you have new agents listen to good and bad calls to help with training?
Yes, good calls only (3 points)
Yes, bad calls only (3 points)
Yes, both good and bad calls (7 points)
No (0 points)
4. Do you have agents self-evaluate themselves on good and bad calls?
Good calls (3 points)
Bad calls (7 points)
No calls (0 points)
5. Do you capture every customer call (100 percent total recording)?
Yes (10 points)
No (0 points)
6. How long do you retain all calls for order verification, dispute resolution and compliance purposes?
Two weeks (0 points)
One month (1 point)
Two months (2 points)
Six months (3 points)
One year (5 points)
Two years (10 points)
7. Do you regularly share select call recordings with outside-the-call-center business users/managers/executives? If so, how often?
Never (0 points)
Once a month (3 points)
Once a week (7 points)
Daily (10 points)
8. Do you have call-of-the-week/month contests with agents and incentivize winners?
No (0 points)
Yes (7 points)
9. Do you selectively record and live monitor calls for quality assurance?
No (0 points)
Yes (5 points)
10. How often do you use a call recording to support/settle a dispute or verify an order?
Never (0 points)
Weekly (10 points)
Monthly (5 points)
Annually (1 point)
Assessment:
Now, tally your score if you haven't already and check yourself against the following scale, which helps you understand how well you are leveraging your recorded customer calls:
Over 60 - You are the gold standard that other companies should look up to.
45-59 - You are doing a great job.
35-44 - You could be using call recordings much more effectively/often.
25-34 - You are doing the bare minimum to utilize your recorded calls.
Under 25 - You are not using your call recording system effectively at all. Consider contacting a call recording consultant for help.
