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Call recording quality assurance: Improve your firm’s service level, bottom line

Call recording quality assurance: Improve your firm’s service level, bottom line
Call recording quality assurance: Improve your firm’s service level, bottom lineUsed by permission from Bigstockphoto.com

We’ve all heard the familiar warning prior to speaking to customer service representatives at our banking institutions or large retailers. “This call is being recorded for quality assurance purposes,” it says, in so many words. Whenever I’d speak with reps at American Express or Amazon, I’d hear the familiar occasional beep in the background that let me know this wasn’t an average, everyday call with a friend.

Basically, any company worth its salt usually uses some sort of call recording feature. They not only use the recordings as proof of what’s being said and to protect all parties involved – but they are also used as a training mechanism to help firms discover the best practices in dealing with satisfied customers as well as the most effective tactics that the highly-trained reps use to quell angry clients.

Years ago, call recording was a much more manual process for businesses, who had to rely on only garnering sample snippets of recordings to use as a teaching tool for their employees – because the space of the audio files was a big concern.

These days, firms like SafeSoft Solutions are advanced enough to use cloud-based technologies in their call center offerings, therefore allowing companies many more options to handle the plethora of inbound, outbound and recorded calling matters that our corporate predecessors could only dream about.

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After a firm gathers hours upon hours of conversations and exchanges between some of their best and worst customer representatives and customers, how can they glean what constitutes a successful call? Well, using technology to extract specific target words, such as “cancel” or other phrases that spell the ending of the relationship with the company in question can help that firm develop a pattern for the actions to avoid in order to save the customer relationship.

On the flipside, call recordings that are rife with terms such as “extending my service” or other positive terms can help new and existing phone representatives learn the tactics that tend to produce a positive result for both customers and the company at large.

For example, if a pattern is revealed whereby the consumer felt more comfortable with friendly representatives who made small talk about the weather or their location during downtimes in the call with the customer – and therefore resulted in a sale or an overall higher rating for that rep – that would be one exercise that could be incorporated into the company’s training policy.

Conversely, any tactics used by representatives who were able to successfully calm or gladden an initially angry customer – such as maintaining an even speaking tone, offering additional benefits, or transferring that enraged client to an elevated supervisor – could also be folded into the firm’s initiation program when training new employees to handle such events.

Though it may seem like a formality or a necessary evil, examining the recorded call exchanges between your firm’s employees and your customers can make or break your bottom line – so ensuring your company’s quality assurance via call recordings shouldn’t be an afterthought.