ORECX CALL RECORDING BLOG

Mobile phone recording software is designed to help businesses (particularly financial, insurance, doctors, real estate professionals, lawyers, etc.) capture their employees' work-related telephone calls in order to monitor for customer service, compliance, dispute resolution, order verification and so on. With recent FSA mobile phone recording regulations in the UK, more and more businesses in the U.S. are considering mobile recording software for all company-issued cell phones.

How many times have you taken a business call while out to lunch?  If your salespersons or customer service people or even your stock brokers are taking such calls, wouldn't it be nice to have access to those call recordings if a dispute were to arise, for example?  This is just one example of the tremendous value mobile phone recording software can provide to your business.

Below is a list of criteria to consider when deciding which mobile recording software to purchase:

What am I going to use this software for?

• Assess the performance of my customer service staff?
• Monitor the compliance and customer service of my sales and support people?  
• Ensure medical staff or financial personnel are not accidentally sharing personally identifiable information over the phone, e.g.?
• Capture and store calls for dispute resolution purposes?  If a customer claims he/she never authorized a credit card charge, you can pull the call and play it back for them to show they did in fact provide the necessary verbal approval.

Who do I want to monitor?

• Salespeople?
• Customer service/facing employees?
• Medical staff?
• Insurance agents?
• Financial/mortgage brokers?
• Real estate agents?
• Accounting staff?
• At-home workers? (many mobile workers will use their work cell phone as their primary business line while working remotely - even at home)

How easy is it going to be to implement the mobile recording software solution and get up and running with capturing mobile phone calls?

• Can the software capture both inbound and outbound calls? It better be able to.
• Are mobile call recordings treated the same as landline/VoIP calls? They should be.
• Does the system need to route calls off of the mobile network?  It shouldn't have to.
• Can the recording software handle landline, mobile and VoIP calls all in the same system?  It should be able to.

Phone recording software (aka call recording software) is a very effective tool in not only assessing and evaluating call center agents but also in helping to train them to enhance their skill sets and performance.  Phone recording software with quality monitoring capabilities empowers supervisors, team leaders and agents them

selves to review good and bad past calls to identify best-practices and areas for improvement.

Here are 10 ways you can use phone recording software to improve customer service skills within your contact center.

1. Create an online repository of weak phone calls between agents and customers.  Include all types, such as: cancelled account, customer complaint, dissatisfied customer, very long call, etc.  Use these calls to train new and existing agents on what "not" to do.  Keep these calls fresh and update regularly so the repository does not become stale.

2. Create an online repository of best-practice strong phone calls between agents and customers.  Include all types, such as: new customer, renewed subscription, successful upsell, successful cross sell, highly satisfied customer, etc. Also use these calls to train both new and existing agents on what to do and how to handle specific situations.  Make it a contest and have agents submit their best calls.  Pick the best calls and reward agents accordingly.

3. Combine recorded-call evaluations with live monitoring for a 360-degree assessment of the agent's performance.  Live monitoring enables supervisors/evaluators to give immediate feedback when necessary following the call, while recorded-call evaluations gives the evaluator more time to review the call on a number of factors.

4. Hold "rapid fire" group call-review sessions to go over good and bad recorded calls together and discuss as a team.  This gives all agents, customer service managers, evaluatory and supervisors the benefit of hearing other team member's perspectives.

5. Evaluate the evaluator - allow call center agents to evaluate a call or two of their team leader through an evaluation form.  This empowers the agents and makes them feel like their input on call performance is important.  Inadvertently, it also helps them with their own training.

6. Self-evaluate - Have supervisors or team leaders pick specific calls for agents to review in order to grade themselves on their own performance.  This also empowers the agent and gives him/her a non-threatening opportunity to see what went right and what went wrong during their call.

These are simply some of the many tips you can use to improve agent performance using call recording and quality monitoring software.