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How Can Call Recording Data Be Used Effectively?

May 29, 2014
By Michelle Amodio - TMCnet Contributor

As anyone who’s called into a contact center may know, call recording technology provides customers with an outlet to give feedback, both positive and negative, as well as a way to have it “on the record”—so to speak. By having this information recorded and stored, managers can analyze the data for future products, services and overall performance analytics. But how can this information be used effectively?

Call recording can offer a lot of data to provide deeper insight, which in turn allows companies to more effectively improve upon business functions, customer service and overall efficiency.

Are you a business that offers services, and as such you require accurate information for scheduling and appointment setting? Call recording can help capture this information for data entry, and is available for playback in the event there are discrepancies or misunderstandings, boosting efficiency and accuracy.

Marketing campaigns thrive on data, and certain metrics can give insight on whether or not said campaign has been a success or not. Call recording offers a way to assess the quality of marketing campaigns so you’ll know where to invest your time and money in the future, thus streamlining investments, costs and boosting future income.

When it comes to gathering data, call recording can provide vital and objective call center evaluation. This information gives call center managers the solid data needed to respond promptly to emerging customer service issues, new industry trends and of course provide training needs for call center staff.

With call recording, call data empowers call centers with accurate business intelligence and eliminates the guesswork and uncertainty about consumer behaviors. With call details like this, call centers can make more educated business decisions to guide future business strategies.

Call centers are a large investment for a business’s overall operation. Because it plays such a vital role in servicing the people who provide the revenue (the customer), businesses need the assurance that everything is running as smoothly as possible. One surefire way to see results of hard earned investment is implementing a call recording solution. The metrics that come from recorded calls can help better serve future incoming calls and to help train prospective agents.

Edited by Maurice Nagle

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