- April 4, 2019
- Posted by: admin
- Category: Voip
Call recording and reporting are features in VoIP phone systems that can help you to monitor discussions and identify problems. You have certainly called a customer service center at some point and been greeted with the phrase “This call may be recorded for quality assurance purposes.” Call recording and reporting has been used for decades by customer service centers to guarantee customer satisfaction and measure employee productivity. Today, more and more businesses have seen the value of having call recording and reporting, and for many reasons than just customer service and training.
When a customer calls a company, it is usually to report a problem or seek help. The root of the problem can range from the company making an error to the customer lacking knowledge or product being defective. Having call recording and reporting allows managers to listen to conversations to identify the root of a specific problem. Knowing how a common problem frequently begins is a great way to take action and keep the problem from happening in the future.
As businesses grow, they often establish multiple locations or outsource certain business roles. It’s more difficult to manage several locations that are in other countries. Call recording and reporting provides an easy way to check in on conversations identifying problems and evaluating customer satisfaction from any location.
Many businesses have strict guidelines that they must follow. For instance, banks must follow the Payment Card Industry Data Security Standard (PCI-DSS) when managing clients’ sensitive financial information, and hospitals must follow the Health Insurance Portability and Accountability Act of 1996 (HIPPA) when managing clients’ sensitive medical information. Managers who listen to recorded conversations can work with the employee and correct breaches of these regulations before they result in heavy fines.
You can modify call reports based on call length, call scoring, and number of calls per employee. You can even highlight personal calls, so that you can pin point which employees are making excessive personal calls and correct the problem. In fact, just knowing that you have the capability to listen in on conversations will discourage employees from making personal calls and from sharing info that they should not be sharing. Overall, you’ll see a improvement in productivity and smart use of limited time.