Call Recording

Staff training and development is a significant aspect of our company's growth. Recording calls and monitoring them is a way to train staff personnel by the best means of handling customers. It allows us to develop an evidence-based mechanism to improve the overall quality of customer interactions. With a smooth access to call recordings, it enables our company to define and demonstrate the difference between decent and below average interactions. It may cover a single or multiple aspects of sales technique, basic compliance, empathy, etc.
We believe that with no access to call recordings, we'd fail to progress. It would be more challenging to clarify the staff enquiries on what comprises a good or bad call. We'd be able to deal with issues like lost delivery details, inaccurate order taking and disputes. At the same time, our staff would get deeper knowledge on how to phrase things and the accurate tone to use. These would be right examples to follow or even emulate. It may not be easy to teach everything within a classroom environment. Agents may find it quite challenging to comprehend what should be said to customers.


There are times when advice, suggestions, feedback or instructions are provided over telephonic conversations. Monitoring and recording calls allow us to ensure that appropriate steps are being followed. We strive to resolve disputes as quickly as possible to maintain the credibility of our company. At the same time, our customers feel cared for and protected with the knowledge of checks in place to maximize quality standards. We believe it results in lesser disputes, abusive calls and complaints. We make sure the legal obligations are followed and taken care of. 


Ample time should be invested to allow agents and trainers to go through each recording. With large scale analysis, it is possible to find out the merits and flaws. In order to create a full proof training strategy, call recordings provide a holistic and consistent view of a customer experience. It allows the trainer to assess different facets of the conversation and train the staff more fairly. Call recordings help us to remove the unnecessary hurdles or obstacles to successful training.


The samplings of call recordings allow senior staff to guide the juniors on handling specific calls. During the call recording based training sessions, it enables trainers to enlighten newbies on courtesy and rapport building. The quality management mechanism is also improved by analyzing the call recordings. It helps the new entrants or employees to be sure of appropriating wording while starting and finishing the call.


For strategic goal fulfillment, different companies employ their set of methods. We give relevant importance to call recordings to make sure the junior employees score well. This offers an internal perspective of things as it is also correlated with the customer's own view of things. For an in-depth knowledge and understanding of various facets of client communication, call recordings help us to be certain of the next step. It also prevents inaccurate data capturing within the CRM mechanism. It gives a wider perspective of things and uncovers several problems.