Can Call Recording Improve Customer Service?

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A call & video recording solution can benefit an organization in a large number of ways. As a solution, recording develops a ‘memory’ of events and interactions, which can be revisited at any time. The advantage of this is directly applicable as a means of improving a customer service department.

Utilizing call recording is a feasible method for improving any customer service department. Because the need to analyze and identify customer problems is crucial, it is appropriate to refer back to interactions as a means for resolving any issues. Call recording from Verba Technologies address this issue directly.

Beyond that, call recording acts as an efficient way to improve the performance of a call center. This can be done in a number of ways, including:

  • Ad hoc recording
  • Call quality recording
  • Bulk recording

When problems arise during customer service interactions, recording may be used to pinpoint the exact situation, which can then be resolved. Issues can be extracted from calls, and managers can provide necessary training based on the situation in question.

Call recording serves as a tool that assists agents, managers, and customers. Adhering to customer standards becomes a focus, allowing all interactions to remain consistent with company goals for quality assurance. Not only that, but you can improve employee reviews and better prepare new hires with a training regimen based on best-case scenarios.

Are you using call recording to improve customer service? Take this oppor­tu­nity to make your clients happy and grow your com­pany from the inside out with call recording.

Read the original article on Verba’s website: How Call Recording Improves Customer Service
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