Recording a telephone conversation: how to use it for the benefit of the client and business
Theme: Call Centers
Industry: Universal Solutions
Author: How often today, during a telephone call to a company from almost any field, you can hear the phrase «This conversation can be recorded»? Although, of course, the more important factor is not «frequency», but the purpose for which the company collects such information…
Moreover, even in contact centers of well-known companies, often, a request to listen to or receive a recording of a conversation does not lead to anything. And if during the service there was a call forwarding (for example, to a branch employee in a bank or a courier in a logistics company), then the probability of receiving such a record is reduced several times.
As experience shows, most often records of calls to the Contact Center are used for such purposes:
- Сustomer Dispute Resolution
- Service Quality Assessment
- Contact Center Operator Training
Let’s look at options for implementing such goals using the example of a typical report on processing a call in a Contact Center based on VICIdial.
Settlement of a dispute with a customer in a Contact Center
The very display of the dynamics of changes in sound vibration allows you to simplify the search for the essence of the conversation. At the same time, the contact center operator, supervisor or quality specialist can highlight individual phrases that require special attention.
Linking the redirected call (transfer) to the main conversation increases the control of the service of the entire call. It is especially significant when companies that do not have this opportunity to discuss the increase in FCR (First Call Resolution).
Award example DzWINNER clearly demonstrated the effectiveness of using call recordings in the preparation of Contact Center operators, but at the same time, it showed a problem in the convenience of processing these records. Traditionally, security specialists do not perceive uploading recordings of conversations with clients to third-party applications very well, and you still need to have certain skills in working with audio editors. Even the simplest functions «search», «cropping» and «saving a fragment» will significantly save time on processing the records of your employees and will «calm» the security service.
Service Quality Assessment
Aggregation of conversation records and rating scales in one user interface make it possible to significantly reduce the time for quality assessment operations. At the same time, it is worth considering that it is more logical to use different evaluation options for calls of various types.
Differentiation of access rights for specialists of various levels and qualifications will allow metered familiarization with the displayed information. For example, a quality specialist may not see customer information, which will allow for a «blind» assessment.
Contact Center Operator Training
This paragraph, in fact, is derived from the previous ones but does not lose its relevance from this. A Contact Center can be an effective tool for business, therefore, not only how management will use the resulting melon, but also the convenience of the analysis is of great importance.
The total result of the quality assessment can be a good indicator that some of the contact center operators should be sent for specialized training or included in the list of a personnel reserve. If necessary, a breakdown of individual assessment criteria can be made to make the analysis more applied.
The use of the «preparation» tag may indicate that this conversation must be taken apart during the next training. The selection of the appropriate list of tags will make each such training applied and visual, as well as significantly reduce the preparation time. Also, tags can be assigned to different parts of one conversation, which will help to present even one good call in different categories of the DzWINNER Awards 🙂
Returning to the title of this material, I would like to dwell on the benefits for the client, as in the text we paid more attention to the advantages for the company:
Speed of providing information – having a convenient editing interface, a contact center employee will be able to promptly provide an answer to a controversial question with confirming excerpts from the conversation, and not go through «all hell circles» when coordinating a lengthy procedure with «security guards».
Ensuring the level of service – the availability of convenient tools for monitoring contact center operators; a company is more likely to provide a level of service sufficient for the client.
Improving the quality of service – in the case of a single appeal, this criterion is unlikely to become significant for the client, but with the correct organization of work in the contact center, the dynamics of changes will be noticeable. Those even negative experience is an opportunity to make the service better in the future.
