If your business is looking to improve the caller experience then call recording software should be your first port of call; without a recording system in place how can you be entirely sure that your staff are managing their expectations?
For businesses who keep customers at the heart of their business, call recording is a necessity not a luxury. BT, Virgin Media, HMRC and most of the health care sector are all beginning to increase their call handling abilities, recognising this need during economic downturn to care for, and keep the customer.
Call centres have often bared the brunt of bad press and angry customers but by implementing the right solutions we can turn this around. In the age of real time messaging and social media, no company can afford to frustrate their customers.
What is Call recording?
Call recording solutions come in many different forms to suit all the different call centre technologies on the market. You can expect to find hardware, software, hosted and VoIP recording to ensure that all businesses are catered for regardless of their current communications strategies.
You can select from inbound or outbound recording or both depending on the nature of your business. As soon as a call is made to or from your organisation the hardware or software is activated, you are then able to listen to your recordings via a simple web interface.
Call Centre Standards
Did you know that there are many standards call centres are expected to abide by – although not compulsory? Some of these are listed below.
• SLA for speed of answer is 80% of calls to be answered within 20 seconds, 90% of calls to be answered in 10 seconds
• Average handle time of the call is typically between 4.5 and 6 minutes
• The typical call centre SLA for answered calls is 95% or more of all offered calls
• Some agents are permitted 10 seconds wrap time before becoming available again as a breathing space between calls
Call recording can make sure that you are maintaining a satisfactory level of customer responsiveness and satisfaction in line with the SLAs above.
Benefits of Call Recording
There are many benefits of call recording, each to cater to any type of business. You may realise your organisation could benefit greatly from one, or all, dependent upon your needs and the nature of your business.
• Train and monitor staff. Focussing on staff performance will increase customer satisfaction and allow your agents to improve and excel in their role. By listening to calls you are able to see where staff are falling short or misguiding customers, allowing you to quickly nip this in the bud.
• Improve customer satisfaction. By making sure your staff are well trained and attentive to customers you are able to benefit from improved levels of customer service and satisfaction, which is the gateway to increasing revenue and profit.
• Implement quality processes and stricter controls. Implement strategies and procedures that you are able to assess, such as effective complaints handling.
• Identify areas for improvement. Can offer invaluable reporting and statistics to enable you to identify areas where processes can be slicker or where more technology may need to be implemented. For example, are your customers ringing into the wrong department and having to be transferred elsewhere? This would signify a problem with your IVR or a need for IVR services.
• Bring a bit of fun to your business. Can bring employees together when seen in a positive light – create fun tactics for feedback meetings instead of having agents fear their reviews. By implementing fun weekly programmes, coffee mornings or making scoring games during playback can raise morale and increase staff confidence. Don’t forget to praise agents when they have executed a great call – a recording system isn’t just an excuse for criticism.
• Helps protect the reputation of your business. Call recordings are much more reliable than written notes; they are an irrefutable form of evidence. Should you find yourself amidst customer or legal disputes you can quickly put these to rest.
Hosted Call Recording
A hosted call recording solution works in the same way as any other system except there is no hardware or costly installations. Instead this clever software sits on your phone system from a secure and reliable data centre (looked after by your provider) and records all inbound and outbound calls on behalf of your organisation.
PCI Compliant Call Recording
PCI compliant call recording is high up on the agenda for many companies – especially those regulated by the FSA. If you activate call recording and are taking card payments over the phone, by law you are legally required to have a PCI compliant solution in place to protect you and your customers from fraud. There are many call recording providers that offer products that enable you to satisfy both the FSA and the PCI DSS.
If you’re still not sure about whether you need a call recsolution, ask yourself the following questions, courtesy Elite Telecom.
• Are your agents currently giving the correct brand message to customers on the phone?
• Do you know who are your best telesales staff and why?
• Do you know the sentiment of the customer during each call?
• Are your staff giving the right information to customers, or do you already know of any issues and are dealing with them?
• Do your staff treat your customers with respect and vice versa?
• Do you know the effectiveness of your agents’ sales pitches?
• Do you know of common questions or trends that often appear from customers during phone calls?
• Do you currently have an up to date, reliable archive of who said what that is not reliant upon note taking?
• Do you trust staff carrying out financial transactions over the phone?
• Do you know why some phone calls manage to convert into leads yet others don’t?
If you answered ‘no’ or ‘don’t know’ to any of the above questions then you may be in need of an effective call recording solution.